The Customer Experience consulting firm, Extens Consulting, has two new tools to support its clients. The goal is to delve deeper in giving clients a better visibility on the investments being made to improve their customer experience.
Until now, no virtual reality (VR) customer experience simulation tool or customer culture measurement tool for real time has been offered by a consulting firm.
Because of this, Extens Consulting focuses on artificial intelligence, big data and virtual reality. Drawing on the external technological expertise of partners, the firm has developed two tools for customer experience consulting. Compliant with the GDPR, these tools complement the firm’s advanced support methodologies, which have been used by 70 companies over the past five years.
As part of a customer experience improvement project, these tools will be made available to Extens Consulting consultants to enable more detailed and forward-looking observations :
• A virtual reality customer experience simulation tool: it enables brands to prototype innovative approaches to customer journeys and validate their strategy before any physical development. The goal is to offer a 360 ° immersion in the brand universe, understand the possible interactions on the client or employee side, the choices being made, and then draw quantified analysis in order to make informed decisions.
• A tool for real-time measurement of the effects of customer culture on the customer experience: based on artificial intelligence, the tool makes it possible to analyze the customer culture within an organization and its effects on the customers, thanks to the semantic analysis of raw verbatim, and this, in real time. This tool can be part of a one-off process or in the form of an annual internal barometer, making it possible to assess progress and prioritize awareness actions over the long term.
« With these tools, Extens Consulting is able to place extremely accurate sensors at all levels on customer journeys. Thus, our client companies are able to make the best decisions and choose the right investments to make. »
Emmanuel RICHARD, CEO of Extens Consulting.