Customer Experience (CX) Consultancy Services
Assistance you didn’t realise you needed.
Got any questions?Overview
Elevate your CX with expert guidance and cutting-edge tech.
Kerv offers a diverse range of CX consultancy services tailored to your unique needs. Our experienced team leverages the latest technological advancements and proven methodologies to enhance your contact centre operations.
Whether you aim to expand your capabilities, modernise existing processes, or streamline workflows, Kerv’s expert guidance will help you achieve your goals.
We provide in-depth assessments, strategic planning, implementation support, and ongoing optimisation to ensure your contact centre delivers excellent customer experiences.
Consultancy packages created just for you.
Our Packages
CX Health Check-up
Dive deep into your contact centre’s core areas – strategy, operations, agent experience, quality, and workforce planning – to identify opportunities for improvement and deliver exceptional customer service.
Workshops focusing on:
- Business Context & CX Strategy
- AI Design, Processes & Roles
- Contact Centre Operations
- Agent Experience
- Quality & Training
- Workforce Planning
Service Expansion
Tailor your contact centre strategy for new channels or features with our expert guidance on process design, customer and agent experience, integrations, and service goals.
Workshops focusing on:
- Business Context & CX Strategy
- Service Definition Workshops (process design, CX, EX, integrations & service goals)
Troubleshooting and Service Improvement
Identify and address operational challenges and improve KPIs through targeted workshops focused on your current solutions, processes, performance, and desired outcomes.
Workshops focusing on:
- Business Context & CX Strategy
- Focus area specific workshops – (Current solutions/ process, performance & target end state)
CX Health Check-up
Dive deep into your contact centre’s core areas – strategy, operations, agent experience, quality, and workforce planning – to identify opportunities for improvement and deliver exceptional customer service.
Workshops focusing on:
- Business Context & CX Strategy
- AI Design, Processes & Roles
- Contact Centre Operations
- Agent Experience
- Quality & Training
- Workforce Planning
Service Expansion
Tailor your contact centre strategy for new channels or features with our expert guidance on process design, customer and agent experience, integrations, and service goals.
Workshops focusing on:
- Business Context & CX Strategy
- Service Definition Workshops (process design, CX, EX, integrations & service goals)
Troubleshooting and Service Improvement
Identify and address operational challenges and improve KPIs through targeted workshops focused on your current solutions, processes, performance, and desired outcomes.
Workshops focusing on:
- Business Context & CX Strategy
- Focus area specific workshops – (Current solutions/ process, performance & target end state)
Know our expert: Paul Cox
Paul Cox has over 20 years’ experience across contact centre operations, design & consultancy. Paul’s expertise includes CX strategy development, self-service & deflection, channel expansion, agent motivation & retention, process improvement and customer journey design.
Book your consultancy session with us today!
Benefits
Consultancy made for you
Latest Industry Insights
At Kerv, it is our job to stay up to date with the latest technology advancements. Our consultants do exactly this, which ensures our customers are always ahead of the game and getting the best out of the latest tools, enabling a better customer and agent experience for them.
Personalised CX Business Assessment
Our personalised consultancy packages allow us to analyse your current Contact Centre operation, and determine where you can envision, design and deliver smarter experiences across the entire customer journey to unlock value and drive growth.
End to end capabilities and delivery
Kerv cover everything when it comes to your CX strategy. From the design, delivery, implementation, and on-going support of your agent and customer experience management.
Kerv Difference
Creating amazing experiences with Genesys Cloud.
Genesys Expertise
We’re an award-winning Genesys Partner – with the skills to maximise value from your tech. Kerv Experience is the longest standing Genesys Cloud partner in EMEA with the most Genesys Cloud deployments. We are currently the Genesys UK&I Partner of the year.
Dedicated Customer Success Manager
Nothing means more to us than ensuring you’re getting the most out of your investment. Each customer is aligned to one of our amazing Customer Success Managers who are there to support and enable your growth within the Genesys Cloud platform.
Customer-first minded with 24/7 support
We offer a fully managed service to help you modernise your CX, that means more than just keeping things up and running. Our 24/7 support is one element of our managed service, which also takes into account what cloud means for ongoing success for each and every customer.
FAQs
Got a question about CX Consultancy?
We are specialists in CX consultancy around the Genesys platform so can help you tailor the customer experience around Copilot, AI, chatbots, self-service and any aspects relating to Genesys. If you are looking for specific consultancy around e-commerce and CRM, then this is handled by other parts of the Kerv organisation.
Absolutely! We have extensive experience in crafting compelling business cases that highlight the potential benefits, costs, and risks associated with implementing a new CX solution, some of which can be easily overlooked by teams that don’t do this every day. By leveraging our insights, we can help you identify and quantify both tangible and intangible benefits, ensuring a strong justification for your investment.
Whilst we do have experience of other technologies and can be technology agnostic in our recommendations, we have deep expertise in the Genesys platform and believe it to be the best CCaaS technology available on the market. As such we are best placed to assist you if you either already have, or are considering, using Genesys technology.
The consultancy recommendations you receive will cover the processes, people, and the way you use technology. The Genesys technology is designed to be user-friendly, and our intention is that any recommendations can be undertaken by the client. Alternatively, if your team has limited resources then we could provide team members to put the improvements in place.
The deliverables can vary depending on the type of engagement. The deliverables from a health check engagement would include recommendations for improvement projects. Each recommendation would include a problem description, the impact, the recommended solution and the anticipated benefits (efficiency, CX & EX). We also include implementation resource estimates and pre-requisites (any licenses and/or AI usage fees).
We are happy to run either virtual or face to face workshops, so this is up to you! On-site workshops can be accommodated anywhere in the UK. If international travel is required, then this will incur additional expenses.
We cater for all sizes of consultancy engagement so this can be dependent on the size and needs of your organisation. Most consultancy begins with the CX foundation which is typically 3-5 workshops that take place within a 2-week period, with feedback delivered 2 weeks later.
Speak to our expert, Paul
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