Our APPROAch

Our approach is based on three pillars of experience foundation; sustainable and scalable in dynamic landscape.

Employee Experience (EX), Digital Transformation (DX) and Customer Experience (CX).


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CX Connect encompass across omni channels; Digital and Conventional. CX Connect provides advice on creating value, quality and experience being not limited by industry or verticals and departments or functions.

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About US
About Us

CX Connect is led by Reshma Abdullah, Certified COPC implementation leader with over 20 years of CX Operations Management Experience in diverse industries. She leverages her experience to provide insights and recommendations essential in optimizing your CX Operations in line with international standards, benchmarks and best practices in areas of People, process and performance management. We provides no frills, practical advice to existing and new businesses in Service Industry to set up, upgrade, transform service management functions. We offer one to one coaching at individual and enterprise level to Customer Service Operation teams to improve performance, identify and resolve day to day operational road blocks, apply innovative approach to uplift operations leading to excellence.

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Our Services
CX Operations-From CS to CX 

We work with you to transform your operations, improve performance and deliver without compromising on human touch. We help Organizations to improve their operations, increase revenue and reduce costs of providing services. Whether you want to set up new service site, upgrade your existing site, conduct gap analysis  of existing operations, train your operations team, add value-based services or new channels, evaluate team, assessing new resources, process and technology alignment, while ensuring that customer experience remain positive

CX Management-Strategy to Implementation

We help you in identifying which data to collect, measure and use to build your overall CX Management Strategy, metrics aimed at improving overall quality of service and customer experience. When and what to measure and how to use the data. Develop performance metrics and mapping of customer and interaction journey with focus on delivering results. Service Journey Designs, implementation, operations and quality management Digital Transformation Strategy, phases & Implementation CX Management in Digital World

Our Approach

Assess your current operation to identify quality and performance gaps

Conduct service quality audit and recommend road map to implement improvement plans

Work with your team to develop processes and performance metrics

Set up of service quality function aimed at sustainable performance

Recommend appropriate technical solutions to manage your operations

CoachX

Enterprise 

Enable your CS Operations & CX Management teams to adapt with transformation and develop futuristic approach.

Individuals

Get personalized advice on day-to-day operational road blocks removal.

Identify your areas of improvement and how to develop improvement plan Learn to Grow 

Improve communication and management skills

Get advice on your own selected area in realm of Customer Service and CX Management

Book your 30 minutes session now by sending a short note to [email protected]



CX In Banking

According to a Gartner survey, 81% of companies compete mostly or completely on the basis of CX.

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- Reshma Abdullah