Coleman provides CX services to help government agencies and commercial firms understand and improve the customer experience for both internal and external customers. Our CX Teams will develop maps to provide an overview of the entire customer experience. We examine internal processes, regulations, IT systems, to help the client identify gaps and points in the experience that are disjointed or painful. The end results are used as a road map for improvement which may take the form of new processes, training tools, better communication and marketing, and enhanced IT systems.
Capabilities, Tools, And Services
- Customer Journey Analysis
- Internal Communications
- Outreach and Communications Materials
- Stakeholder Surveys/Interviews
- Prioritization and Planning
- Project Planning
- Research and Synthesizing
- User Experience Design
- User Struggle Identification & Resolution
- Workflow Mapping