Clientship CX

Clientship CX is a technology and consulting firm focused on democratizing customer experience management (CX) technology to help businesses optimize customer journeys. With its innovative approach to data-driven insights, Clientship CX empowers businesses to deliver exceptional experiences, improve customer satisfaction, and boost customer loyalty.

Built on the pillars of harmony, flexibility, and customer obsession, Clientship CX is dedicated to helping companies develop a customer-focused culture and improve service delivery. Its comprehensive suite of solutions, including 360 Employee Engagement Management, 360 Customer Active Listener, Customer Incident and Recovery Management, and MetaXperience, democratizes the most effective customer-centric solutions and equips companies with valuable insights to boost business performance.

Enterprises invest significant time and budget in CX management, voice of the customer (VoC), and customer journey mapping efforts. However, an outstanding customer experience starts from the inside with happy and engaged employees. Keeping this notion in mind, Clientship CX delivers an end-to-end CX engagement solution to improve the employee journey and ensure optimal employee engagement.

The solution is designed to optimize and enhance the internal customer’s (employee) journey, from recruitment and onboarding, welcome plans, and talent development to compensation and employee persona profiles, defining a complete framework for employee engagement around CX.

The team develops internal communication strategies to ensure the new processes are easily understood and implemented across all levels of the organization. By evaluating employee engagement levels, the team devises improvement plans to enhance collaboration and discussions around CX.

Clientship CX has also developed a corporate app that includes training materials, libraries of resources, surveys for voice of employee (VoE) generation, and messaging around customer service.

“Our employee engagement app facilitates internal communication and flow of ideas to develop specific micro projects within each team in the company,” says Carlos Espinosa, CEO of Clientship CX.

The primary challenge for many companies is implementing new processes and models developed through customer journey mapping. Clientship CX works with clients to make these theoretical models practical and effectively implement them.

An example that highlights Clientship CX’s capabilities in CX management is the success story of a renowned international retail bank. The team helped the client redefine internal customer or employee journeys, including onboarding, talent development, and promotion processes. This entirely reshaped their employee engagement and, by extension, the customer experience.

Our employee engagement app facilitates internal communication and flow of ideas to develop specific micro projects within each team in the company

Clientship CX gave them a way to gain external customer insights through VoC and employee insights through VoE programs. Employees could add their views on the original causes of customer complaints with this report. Integrating the internal employee perspective with a customer’s external perspective gave them a rich pool of insights into their pain points and how to solve them. Overall, this significantly impacted both employees and customers, enabling the bank to boost cross-selling and drive higher margins.

To ensure its innovative solutions deliver impactful results, Clientship CX draws on the expertise of its talented team that comprises a unique mix of technical and business consulting professionals. This approach aligns with the trend of combining technology and advisory services to provide a more holistic approach to client needs.

Espinosa says, “We always work with mixed teams with different perspectives and ideas to come up with incredible solutions for CX improvement.”

Clientship CX places great emphasis on research and development, which helps it stay at the forefront of the industry. It is committed to leveraging all its resources to spread the concept of customer-centricity to more companies worldwide.