Scaling through exceptional
customer experiences (CX)
Scaling through exceptional
customer experiences (CX)
Scaling through exceptional
customer experiences (CX)
Journeys unlock CX opportunities
Journeys unlock CX opportunities
Journeys unlock CX opportunities
We help you understand your customers deeply, identify pain points and opportunity zones to design experiences that drive personalisation, differentiation, and loyalty.
We help you understand your customers deeply, identify pain points and opportunity zones to design experiences that drive personalisation, differentiation, and loyalty.
MAPPING
Macro & micro interactions
MAPPING
Macro & micro interactions
MAPPING
Macro & micro interactions
Get a clear view of how customers interact with your brand across channels to build personalisation
Get a clear view of how customers interact with your brand across channels to build personalisation
Get a clear view of how customers interact with your brand across channels to build personalisation
ANALYSING
Customer pain points
ANALYSING
Customer pain points
ANALYSING
Customer pain points
Identify, analyse and measure customer challenges and emotions at every touchpoint to increase satisfaction and loyalty
Identify, analyse and measure customer challenges and emotions at every touchpoint to increase satisfaction and loyalty
Identify, analyse and measure customer challenges and emotions at every touchpoint to increase satisfaction and loyalty
DESIGNING
Customer journeys
DESIGNING
Customer journeys
DESIGNING
Customer journeys
Find opportunity zones to develop unique touchpoints that help your brand standout and compete
Find opportunity zones to develop unique touchpoints that help your brand standout and compete
Find opportunity zones to develop unique touchpoints that help your brand standout and compete
CX transformation through
Journey Management
CX transformation through Journey Management
CX transformation through Journey Management
Data backed customer insights
Data backed customer insights
Data backed customer insights
Use real data, not guesswork. Our insights help you focus on what truly matters driving high-impact, high-ROI initiatives. Make smarter decisions that connect with your customers and drive real results
Use real data, not guesswork. Our insights help you focus on what truly matters driving high-impact, high-ROI initiatives. Make smarter decisions that connect with your customers and drive real results
Use real data, not guesswork. Our insights help you focus on what truly matters driving high-impact, high-ROI initiatives. Make smarter decisions that connect with your customers and drive real results
Targeted improvements
Targeted improvements
Targeted improvements
We concentrate on specific, high-impact improvements to create meaningful changes in your customer experience. This approach boosts efficiency and leads to significant cost savings, ensuring your CX transformation is sustainable and effective
We concentrate on specific, high-impact improvements to create meaningful changes in your customer experience. This approach boosts efficiency and leads to significant cost savings, ensuring your CX transformation is sustainable and effective
We concentrate on specific, high-impact improvements to create meaningful changes in your customer experience. This approach boosts efficiency and leads to significant cost savings, ensuring your CX transformation is sustainable and effective
Measurable business outcomes
Measurable business outcomes
Measurable business outcomes
We make customer experience measurable. Our approach turns CX initiatives into real business results driving ROI, increasing retention, improving efficiency, and fuelling long-term growth
We make customer experience measurable. Our approach turns CX initiatives into real business results driving ROI, increasing retention, improving efficiency, and fuelling long-term growth
We make customer experience measurable. Our approach turns CX initiatives into real business results driving ROI, increasing retention, improving efficiency, and fuelling long-term growth
Build customer centricity
Build customer centricity
Build customer centricity
We help you put customers at the heart of your brand creating meaningful connections, removing friction, and designing experiences that truly resonate. When you prioritize their journey, you build loyalty, trust, and long-term growth
We help you put customers at the heart of your brand creating meaningful connections, removing friction, and designing experiences that truly resonate. When you prioritize their journey, you build loyalty, trust, and long-term growth
We help you put customers at the heart of your brand creating meaningful connections, removing friction, and designing experiences that truly resonate. When you prioritize their journey, you build loyalty, trust, and long-term growth
CX that drives growth
CX that drives growth
CX that drives growth
Transforming customer experience in a utilitarian market
Transforming customer experience in a utilitarian market
CX transformation to deliver a multi-channel gourmet experience
CX transformation to deliver a multi-channel gourmet experience
Crafting India's first luxury e-commerce experience for timepiece
Crafting India's first luxury e-commerce experience for timepiece
Process
Process
Process
STEP 1
Data & Research
Data & Research
Customer behaviour and interaction data
Voice of customer & feedback data
Operational and performance data
Industry research
Competitor research
Customer behaviour and interaction data
Voice of customer & feedback data
Operational and performance data
Industry research
Competitor research
STEP 2
Mapping
Mapping
Persona
Empathy Mapping
Voice of Customer (VoC)
Customer Experience Mapping (CEM)
Customer Journey Mapping (CJM)
Perceptual Mapping
Persona
Empathy Mapping
Voice of Customer (VoC)
Customer Experience Mapping (CEM)
Customer Journey Mapping (CJM)
Perceptual Mapping
STEP 3
Strategy
Strategy
Pain point analysis
Identify opportunity zones
High Impact Analysis (HIA)
Roadmap
Pain point analysis
Identify opportunity zones
High Impact Analysis (HIA)
Roadmap
STEP 4
Design
Design
Journey design
Touchpoint design
Creative direction
AI tool implementation
Journey design
Touchpoint design
Creative direction
AI tool implementation
STEP 5
Measurement
Measurement
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Conversion rate
Retention rate
Average resolution time
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Conversion rate
Retention rate
Average resolution time
Technology partners
Technology partners
Technology partners
CX solutions
CX solutions
CX solutions
Customer Insights
We help brands expand into new markets and reach new audiences through in-depth industry analysis and customer experience mapping. By uncovering opportunity and driving strategic differentiation, we ensure scalable, sustained growth.
We help brands expand into new markets and reach new audiences through in-depth industry analysis and customer experience mapping. By uncovering opportunity and driving strategic differentiation, we ensure scalable, sustained growth.
Duration - 2 to 4 Weeks
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Voice of Customer
We tailor Voice of Customer programs to help brands truly listen to their customers, uncovering pain points and the emotions behind them. By turning insights into action, we help brands resolve issues and close the loop, leading to stronger relationships and improved customer satisfaction.
We tailor Voice of Customer programs to help brands truly listen to their customers, uncovering pain points and the emotions behind them. By turning insights into action, we help brands resolve issues and close the loop, leading to stronger relationships and improved customer satisfaction.
Duration - 2 to 4 Weeks
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Journey Mapping
We partner with brands to map and bring their customer journeys to life, identifying pain points and uncovering opportunities along the way. Our comprehensive, real-time journey mapping empowers brands to enhance experiences at every touchpoint, driving greater loyalty, reducing churn, and boosting advocacy.
We partner with brands to map and bring their customer journeys to life, identifying pain points and uncovering opportunities along the way. Our comprehensive, real-time journey mapping empowers brands to enhance experiences at every touchpoint, driving greater loyalty, reducing churn, and boosting advocacy.
Duration - 2 to 4 Weeks
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Program Design
Elevate your brand’s customer experience with programs designed to meet specific business objectives and drive measurable revenue. We create targeted initiatives focused on loyalty, advocacy, and churn, tailored to your brand’s current needs and powered by the right blend of design and technology.
Duration - 2 to 4 Weeks
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CX Maturity Test
A strong customer experience is the foundation for any brand aiming for growth and relevance. But with constantly evolving consumer expectations and a shifting digital landscape, every brand sits at a different point in their CX journey. We help you identify your CX maturity and set clear benchmarks using industry data, guiding your path toward meaningful and measurable progress.
Duration - 2 to 4 Weeks
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CX Transformation
We partner with brands at a pivotal stage in their customer experience strategy, helping them scale through experience transformation. By leveraging data, mapping journeys, strategising for efficiency and growth, designing seamless interactions, and measuring impact, we drive differentiation, customer loyalty, and long-term business success.
We partner with brands at a pivotal stage in their customer experience strategy, helping them scale through experience transformation. By leveraging data, mapping journeys, strategising for efficiency and growth, designing seamless interactions, and measuring impact, we drive differentiation, customer loyalty, and long-term business success.
Duration - 12 to 16 Weeks
Let's Connect
FAQs
FAQs
FAQs
What is journey management?
Why do I need journey managment?
Which plan is suitable for me?
Why is Dē.SHA Design Lab the right partner for me?
Why Is journey management the right tool for CX transformation?
What is journey management?
Why do I need journey managment?
Which plan is suitable for me?
Why is Dē.SHA Design Lab the right partner for me?
Why Is journey management the right tool for CX transformation?
What is journey management?
Why do I need journey managment?
Which plan is suitable for me?
Why is Dē.SHA Design Lab the right partner for me?
Why Is journey management the right tool for CX transformation?
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Copyright @ 2024 De.SHA Design Lab
Make every interaction count
Company
Contact
Copyright @ 2024 De.SHA Design Lab
Make every interaction count
Company
Contact