Service
Customer Experience Transformation
Over 80% of companies believe they deliver a good customer experience. Only 8% of their customers agree. Customers feel your processes: every form, hand-off and delay. When products become commodities, that experience is the differentiator. Your clients compare your onboarding with Amazon and your loan application with TurboTax.
We connect what customers say (voice of the customer) with what your operations actually do (process and behavioural data), then redesign the journeys that matter most. Through our partnership with Fiserv, ProcessArc provides the CX strategy and process design, and Fiserv provides the technology to deliver it at scale.
What we do
Voice of the customer & insight
Interviews and data, translated into requirements your teams can act on.
Journey mapping & redesign
Onboarding, lending and servicing journeys across branch, digital and contact centre.
Retention & behavioural analytics
Find the drivers of loyalty and attrition, with early-warning metrics.
KPIs & dashboards
Measures tied to customer outcomes, visible to the people who can act.
Results
$50M
efficiency opportunity in client onboarding
2×
customer retention, $12MM incremental revenue
40%
of loan applications were being lost to slow response
Build it in-house
Lean Six Sigma training for your teams
Executive briefing to Black Belt certification, built for financial services.
FAQ
Common questions.
What is customer experience transformation?
It is the redesign of the journeys customers go through (onboarding, lending, servicing) using customer insight and operational data, so they become faster and easier for customers and cheaper to run.
How do you measure customer experience improvements?
We tie KPIs to customer outcomes such as cycle time, first-time-right rate, retention and effort, and make them visible to the people who can act on them.