Operating model transformation - Customer experience

(Re)thinking customer relations to combine performance, fluidity and differentiation

In a world where customer expectations are evolving rapidly, where channels are multiplying, and where loyalty has to be earned, Customer Experience is becoming an essential strategic lever. Antheus can help you turn your relationship model into a real engine for growth.

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Customer Experience

Customer Experience is no longer just a matter of communication or after-sales service. It permeates the entire operating model: offers, channels, processes, culture. And it must be seen as a vector of sustainable performance, as well as a marker of differentiation.

Antheus supports companies in structuring, improving and transforming their customer-focused systems. We intervene to enrich customer knowledge, align customer paths and processes, activate customer culture within teams, and concretely measure the impact achieved.

Our approach is distinguished by its ability to articulate :

A strategic vision of customer relations: positioning, priorities, business objectives ;
A detailed analysis of routes, data and friction points;
Efficient operational systems, co-constructed with the professions and supported by appropriate tools and indicators.

We bring a demanding, pragmatic approach, whether to optimize an existing system, build a loyalty program, digitalize a customer journey or boost sales performance.

Customer knowledge & culture

Customer | channel | offer segmentation – V4 approach
Customer Journey Modeling | Personae approach
Diagnosis and optimization of customer data
Measuring devices: QoS | CSAT | NPS | CES | sales
VoC strategy : construction of customer surveys and questionnaires (quanti) and administration strategy, construction / animation and analysis of focus groups (quali)
Customer culture training and awareness program

Satisfaction & CX

Analysis of relational, commercial and operational CX (internal | external)
Customer Experience Diagnosis: review of friction points | Customer Effort Score (CES) | Gap analysis (expected | perceived | actual) – Identification and prioritization of pain points
CX improvement program | Cross-channel target | Cross-departmental leadership | Value discipline
Conquest strategy | loyalty – Up/cross-selling – Activation plan : segmentation | organization | digital and technologies | CRM program
Customer Experience digitalization strategy
Deployment and performance monitoring | KPIs: efficiency, satisfaction, value (RFM)

Omnichannel marketing & distribution

Diagnosis and optimization of CX consistency across all marketing and distribution channels | Review of assets (network, web, CRC…): customer pathways and interactions | data and information | processes | investment pooling
Analysis of channel objectives (B2C | B2B) by segment (customer | offer) – E-commerce audit, intermediation review (distribution | prescription)
Feasibility and relevance studies and analysis of new communication and distribution channels and methods (digitalization)
Action plan to improve consistency
Performance measurement (multichannel): transformation, customer treatment, costs and KPIs | Omnichannel monitoring dashboards