VoxGen and Mydex call for organisations to join ground-breaking customer experience research
- Do you know how your customers prefer to contact your organisation?
- How easy is it for your customers to switch contact channel when contacting yourorganisation?
- Is your mobile customer service strategy working?
- Have you the right balance of costs, user experience and security for your customer authentication process?
To solve these questions and more, a ground-breaking research programme is currently being undertaken by self-service automation specialist, VoxGen, and its partner Mydex, as part of an initiative funded by the government-backed Technology Strategy Board.
The Enhanced Authentication research programme aims to improve the understanding of how customers want to communicate with organisations across multiple channels and particularly, how authentication can be made more effective for consumers and organisations. For organisations this means identifying more effective customer contact strategies.
As part of the project, VoxGen and Mydex are calling for organisations to take part in this landmark project. Offering them the unique chance to gain a deeper understanding of its customer service experience and to trial some of the most innovative authentication and cross-Âchannel technologies and strategies.
VoxGen and Mydex are looking for consumer-facing organisations that typically handle five million or more customer contacts per year, have customer authentication requirements, and currently operate a cross-Âchannel customer service strategy.
Those taking part in the Enhanced Authentication programme will gain a detailed understanding of how the future of its authentication processes and mobile services could look; together with an outline of the financial and customer experience benefits they could expect, all based on concrete tested interactions.
The process will start with a thorough assessment of the organisation’s current customer service experience. A detailed report structured around its customer service technology, data and issues, will map out the requirements, areas for improvement and potential business benefits. Uniquely, once the possible solutions are identified, resources and facilities will be dedicated to designing and creating usability prototypes, so that the organisation in question can test improvements with real customers.
If your organisation is interested in taking part in the Enhanced Authentication programme or would like further information please email Pierce Buckley at VoxGen on: pbuckley@voxgen.com or David Alexander at Mydex on david.alexander@mydex.org
