Project Description: Customer Experiential Analysis

Connell Curtis Group, LLC quietly provides high quality management & technology consulting services.

Project Description: Customer Experiential Analysis (Operations)

Project Highlights:
* Conducted comprehensive customer experiential analysis from sales contact through service activation
* Compared customer touch points with detailed analysis of key competitors
* Performed key metrics review, call center observations (both sales and tech support centers), call center agent roundtables, and interviews
* Developed a current state and future state customer touch point map that including the interactions by channel type
* Identified and prioritized recommendations based on ease of implementation in each of the respective functional areas and developed next steps for targeting key areas for improvement including costs