CUSTOMER EXPERIENCE CONSULTANTS
Delivering branded moments of joy through customer experience.
Forum Digital is a Perth based customer experience company and digital agency with a purpose of helping it’s clients listen, design and deliver moments satisfaction to their customers through the practice of customer experience (CX). Speak with us today about how we can help drive your brand’s growth through a detailed CX strategy and digital engagement program.
The benefits of crafting customer experiences.
Drive business growth
Improving customer satisfaction will boost your customer retention, leading to increased lifetime value and more revenue. A great experience will attract new customers, driving growth through word-of-mouth and referrals.
Differentiate your brand
Exceptional customer experience will help your brand stand out. Offering a memorable and seamless experience becomes a key differentiator, helping businesses outperform competitors and build a unique brand identity.
Improve customer relations
A positive customer experience fosters trust and emotional connections, encouraging repeat business and long-term loyalty. Your satisfied customers are more likely to return and recommend your brand to others.
Brands we have partnered with.
The process we go through in driving your CX success.
Research.
By understanding customer behaviors, preferences, pain points, and expectations, we get a clear picture of what your customers truly need. Our research stage is essential for identifying opportunities for improvement and laying the foundation for your successful CX strategy.
Strategy.
A comprehensive CX strategy is developed by us that designs a seamless and memorable customer journey. A well-crafted strategy ensures that customer’s expectations are met consistently, aligning the your brand’s objectives with the experiences you want to create for your customers.
Launch.
Implementing the necessary changes such as updating your technology, optimising your customer service, or refining your communication. A successful launch by us sets the stage for delivering an improved and consistent experience that impacts your customer’s satisfaction.
Monitor.
Monitoring to identify areas for improvement, spot trends, and ensure that your customer experiences are consistently meeting or exceeding expectations. By regularly evaluating performance, we suggest data-driven adjustments that continue evolving your CX approach.
Leveraging the full benefits of a CX strategy with Forum.
Reduce Costs
Leverage AI-driven analysis to pinpoint opportunities for customers to self serve and reduce customer service outreach.
Improve Loyalty
Use actionable customer journey insights for quicker achievement of desired outcomes and increased brand loyalty.
Increase Revenue
Easily identify & notify your frontline of upsell opportunities for online and in-person interactions.
Empower Employees
Foster a culture where all employees are connected with your mission to deliver the best experiences.
Our CX services from experts delivering results.
Design Strategy & Planning
Strategise and plan how you can be present and deliver great customer experience. Putting pen to paper and planning out the next 12 – 24 months.
Personifying your target market to ensure you are sending out the right messages about your product or service that aligns with emotions.
Mapping out the touchpoints and empathy of your target personas and exploring the pains and gains they go through on their journey.
A gap analysis on your digital marketing and technology capabilities and the current activities that you are doing well or not so well.
Value Proposition Design
Customers expect more from the provider they decide to go with. Designing the visual differentiators that makes your brand stand out.
Voice of Customer Program
Gaining the insight and understanding of how your customers feel about your brand through voice of customer initiatives.
Digital Engagement Mapping
Continuously engaging and communicating with your customers to build brand advocates that ensures repeat purchase and word or mouth.
User Experience Design
Giving your brand depth and substance. Creating meaningful connections and optimising the digital touchpoints for the best experience.
AI & Marketing Automation
Developing autonomous workflows that market to new leads, opportunities and existing customer data for growth and advocacy.
What is CX Management?
Customer Experience (CX) management is defining every interaction that a customer has with your brand, product or services and identifying how positive that engagement is.
A focus on CX as a management tool from C-suite down, ensures you help create moments of satisfaction and thereby a memorable experience with your brand. That’s how to build emotional connection with your customers.
What CX enables
your brand to do.
Customer experience enables your brand to build stronger, more meaningful relationships with your customers, leading to increased loyalty and trust. By focusing on creating positive and seamless interactions, it allows you to differentiate yourself in a competitive market, fostering a unique brand identity. A great CX also helps you increase customer retention, reduce churn, and boost lifetime value, ultimately driving long-term growth and profitability. Customer Experience by Forum Digital will empower your brand with valuable insights and data that guide smarter business decisions, allowing for continuous improvement and adaptability in meeting customer expectations.
Use our framework to identify current performance and your current CX maturity.
Discuss the results, identify gaps, and review organisational goals to better your CX.
Align your business on key areas to focus every 6, 12, or 24 months.
Build a roadmap to outline program objectives, tasks and accountability.
Implement and execute your individual roadmap with Forum as your dedicated consultant.
Reviews results on a defined cadence and evolve the roadmap and priorities.
A good CX strategy involves technology that empowers your brand to collect, understand, and take-action on the combination of customer experience. You will learn how the operational data that you will gather from selling your goods or services, is actually another way your customers are communicating to you.
Employee experience is factor which impacts customer experience, and as such is something that goes hand in hand. Your efforts to drive customer experience is ensuring positive employee experience and dealing with issues when it comes to dealing with change.
The future success of your CX strategy involves you knowing your current skills and actions that establish customer experience management as a discipline internally. Help yourself to develop those skills so you sink the competition in all core competencies that impact the customer’s experience.