Dunk ConsultingCustomer Experience Consultant
Dec. 2022We offer a CX Maturity Assessment - pls reach out if interested.
dunkconsulting.co.uk -- Customer Experience means a lot of different things to a lot of different people.
At the crux, it is an enablement expertise.
The purpose of any CX team is to enable a business to make more effective decisions, with the customer at the heart of that process. In fact, the purpose of any CX team should be to remove the need for a CX team. It begins with the strategic optimization of your processes, the implementation and expansion of appropriate tools, and the empowerment of your existing workforce. These actions pave the way for cultivating in-house expertise that drives commercial performance.
I aim to take clients on that journey. Project Examples:
-set up of design function - including centralisation of all UX, UI, Design Ops, Insight, Analytics and Experimentation employees. -Oversaw (pm'd) design, development and launch of new brand for igaming company
-creation of new (atomic) design system & storybook(s) across three product verticles and 8 brands -launch of new customer reporting (VoC) framework and improvement programme, including remodelling of customer support operational reporting
- Heurisitc analysis of iGaming industry -development of KPI tree & advancement of experimentation programme (front end to server side) to embed data-driven decision making Industries: iGaming | Media | E-com | HealthTech | FinTech