Excellence in Customer Experience Management

At Frost & Sullivan we have a simple value proposition; we help our clients grow. We believe the success and the growth of any organisation are underpinned by a skilled and competent workforce and that the optimum performance can only be achieved through continuous improvement. As one of the world’s leading growth training consulting companies, Frost & Sullivan helps organisations develop and maintain a high-performance workforce through a suite of integrated learning solutions.
We work in partnership with our clients to increase their efficiency and capability through effective development and training aligned to their business strategy.


Frost & Sullivan uses a five step approach from as-is assessment, visioning exercise to strategy development and implementation to help companies address the customer experience challenges. Its portfolio of offerings covers the whole cycle from assessment to solution development to implementation.

• Diagnostics and workshops – As-Is assessment and future visioning, problem identification and prioritisation
• Benchmarking – Peer benchmarking to draw up customer experience best practices and benchmarks
• Channel audit and maximisation – map customer journey and critical touch points for maximisation strategy
• Operating model design– Define the operating model for customer experience with details of people, process, policy, infrastructure
• Business process re-engineering – As-Is assessment and re-engineering of processes as per the customer experience vision.
• Implementation – Implementation design and quick wins using a sprint team approach and horizontal roll out using the coaching methodology
• Performance monitoring – Review and monitoring services

Frost & Sullivan uses its proprietary customer experience maturity model to assess companies for its current positioning and future visioning exercise for clients. This works as a platform for companies to measure their progress over time in customer experience and design improvement steps.


Customer Experience Management Event Malaysia - 21st May 2015


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