CX Transformation
Customers see one brand, not your departments.
Overview
Journey strategy, experience design and connected systems so customers see one brand, not your departments.
Every engagement starts with one focused, fixed-scope first step: Journey and Systems Review. Where your customer journey can win more business, and which systems to connect first.
- CX StrategyThe journeys that matter, the moments that fail, the outcomes to measure.
- UX/UIInterfaces designed around what the customer is trying to do.
- Digital ExperienceWebsites, apps and portals that carry the experience.
- Customer JourneyMapped end to end, from first touch to renewal.
- PersonalizationRelevance built on connected, reliable customer data.
- OmnichannelContext that moves with the customer across every channel.
How we help clients
Where we make the difference
CX strategy and journey mapping
Start here to see which journey moments win customers and which move pays back first, before money goes into screens.
- Journey and Systems Review (2 weeks)
- End-to-end journey map
- Priority moments ranked
- Systems map behind the journey
Experience design (UX and UI)
Design that starts from what customers want to do helps more of them finish forms, bookings and purchases.
- Customer and user research
- Session and behaviour analysis
- Information architecture
- Wireframes and clickable prototypes
Web Strategy
Your website is often where customers judge you first. We shape new sites, refreshes and online stores that win business.
- Corporate website
- CMS set-up (WordPress or headless)
- Online store
- Customer or booking portal
Digital Marketing
Brings the right buyers to your site and back again, so more of your audience becomes enquiries and repeat sales.
- Visibility Audit (5 to 7 days)
- Marketing strategy and channel mix
- Brand strategy and voice
- Search engine optimisation (SEO)
Salesforce CRM
A CRM gives sales, service and marketing one shared customer record, so every team works from the same picture.
- Sales Cloud set-up
- Service Cloud set-up
- Marketing Cloud journeys
- Commerce Cloud storefront
Connected CX and omnichannel
Every channel tells customers one story when CRM, ERP, payments and support are connected.
- Single customer view for every channel
- Website enquiries into your CRM
- Payments in the journey
- Support desk integration
Personalisation and proactive service
Personalisation earns loyalty when it saves customers time, and pays off most on connected, reliable customer data.
- Journey variants by segment
- Personalised content and offers
- Proactive support
- Personalised onboarding journey
CX analytics and optimisation
A launch is a starting point. Measuring the journey shows what to improve next and proves the gains to your board.
- Measurement plan and baseline
- Tracking set-up
- CX analytics dashboard
- Customer feedback loops
When clients call us
The moments clients call us
Lets us start from your real position, whether you are launching, converting more or connecting the systems behind the journey.
- 01Launching a new website, app or portal
- 02Growing conversion from our digital channels
- 03Connecting customer, operations and support systems
- 04Adding personalisation or AI to the journey
- 05Scaling service as customer numbers grow
Where to start
Journey and Systems Review
Where your customer journey can win more business, and which systems to connect first.
- Duration
- 2 weeks
- Scope and price
- Fixed, agreed before work begins
- You keep
- The findings, whether or not you continue with us
How we work
From first plan to running system
- 01
We Envision
A prioritised roadmap with a business case behind each move
- 02
We Engineer
Working software in production, not a slide deck
- 03
We Modernize
Legacy retired on a schedule, with a rollback path at every step
- 04
We Maintain
A defined SLA, a named owner and a monthly service review
“Customer experience is built from small moments: a clear form, a quick answer, a promise kept.”
Questions leaders ask us
It is the usual first step for CX Transformation, with a fixed scope and a fixed price, completed in 2 weeks. Where your customer journey can win more business, and which systems to connect first. You keep the findings whether or not you continue with us.
Every engagement is scoped to what you need. First steps are fixed scope and fixed price, and you receive a written quote before any work begins. Larger programmes are planned in phases or as a monthly managed service, so investment follows results.
First steps run from one day to two weeks. Build work is delivered in short releases, so you see working results early, and the full timeline is set out in your proposal.
Ownership is set out in writing in every proposal. You own the custom work we build for you. ATOCONN keeps its own products and reusable components, which are licensed to you for as long as you use them.
Yes. Our managed services keep your systems maintained, monitored, updated and improving, with a named owner and a regular service review.
Yes. We can lead delivery, extend your team with specialists, or share the work, and we hand over with documentation so your team stays in control.
Connect with us
Talk to our CX Transformation team
A complimentary 30-minute strategy conversation with a specialist, with a written next step you keep.