Alcatel-Lucent

Customer Experience Consulting

Take action to improve the customer experience

Building a great customer experience starts with making and keeping the right promises to customers. The Alcatel-Lucent Customer Experience Consulting service helps turn customer experience strategy into action, and closes the gap between customer expectations and experience:

  • We benchmark your capabilities against industry best practices using our proprietary methodologies and tools.
  • We know by doing. Our consultants have deep and broad expertise gained in many different markets. Coupled with our blueprints and prioritized action plans, we address critical customer experience gaps. These assure that future services deliver a consistent and competitive experience.
  • We understand trade-offs. Accurate assessment of options and financial benefits is a core component of our customer experience analyses. In a highly competitive world, we fully recognize that improving customer experience is key to achieving bottom-line results.

More on our patent-pending methodologies

The Alcatel-Lucent Touchpoint Improvement Model (TIM) uses a patent-pending tool to address the entire customer experience for a particular service or customer segment.

Using an impact-weighted assessment, our experienced consultants use the TIM to identify strengths and weaknesses in more than 1,000 disciplines embodied in 38 capabilities that drive customer experience. An executive readout provides senior management visibility into strengths and opportunities across these capabilities. In addition, an action plan is phased according to business objectives, delivering impactful and measurable improvements.

The result: maximum customer lifetime value and minimal cost-to-serve.