Our expertise in Customer Experience

Shape inspiring and more human experiences. Turn amazing customer experiences into a reality.

Future-proof organizations reshape the way they engage with their customers. They strive for satisfied customers, increase retention and convert customers into true brand ambassadors.

Möbius guides you throughout your CX transformation. We help you identify customer needs. We translate customer insights into amazing experiences throughout different channels and interactions. And coach employees to become (even more) customer driven.

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Shaping smooth, inspiring and human experiences.
We help you make amazing customer experiences a reality.

Customer Strategy & Culture

Understand customer behavior, lifecycles, needs & expectations.
Translate customer and market insights into the right value proposition and CX strategy.
Define ideal CX behaviour and coach employees.

Customer Intelligence

Voice of the customer: gather and monitor customer insights via qualitative and quantitative research.
Integrate customer metrics (CSAT, NPS, CES, etc.) within smart dashboard at all levels.

More info about Customer Intelligence:
– Customer research techniques
– Net Promoter Score (NPS)
– Capture quality customer feedback with online surveys

Customer Experience Design

Customer Journey Mapping: Identify the ‘moments of truth’ and design the ultimate client experience. The client journey translates towards the internal working (teams, processes and systems)
Service Design: Design of products and services that fit with the pains and gains of customers.

More info about Customer Experience Design:
– Customer Journey Thinking Whitepaper
– Customer Journey Persona Templates

Optichannel Strategy

Channels: identify how you will deliver your services and interact with your customers.
Choose the channels that fit your story and customer needs and find the right balance between digital and human touchpoints.

More info about Optichannel Strategy:
– Optichannel Mini-Guide

Customer Service

Define the right operating model for your customer service.
Contact Center Optimization: analyze, simplify and improve contact center operations.

More info about Customer Research:
– Customer Service Mini-Guide

Mystery Research

Setting up and conducting mystery research through a wide variety of channels. (Mystery visits, calls and e-mails) to survey the quality of the services and the client experience.

More info about Mystery Research:
– Mystery Research Mini-Guide