engineering extraordinary experiences

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Ian Golding's

Two-Day CX Masterclass

  • R 13 990
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Ian Golding's

CCXP Exam Prep

  • R 6 490
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Create memories that
tell your brand story
LEARN MORE Customer experience is an outside-in reflection
of your brand’s people, products, processes
and technologies
Grow brand loyalty,
organically
Engage, enlighten and empower
employees to always exceed
customer expectations
LEARN MORE
into dynamic, inspiring, and fulfilling
customer memories of
self-enrichment
Transform transactional
moments
LEARN MORE
Who We Are

Being Human is a certified, Level 1 Broad-Based Black Economic Empowerment (B-BBEE) customer experience advisory in South Africa.

Under the inspirational leadership of a Customer Experience Specialist (CXS)™ and Certified Customer Experience Professional (CCXP)™, we leverage our extensive experience in various customer-facing environments including retail, online and contact centre – to provide 360° customer experience consultation and advisory services to our clients across the African continent.

ACCORDING TO GARTNER
84%

organisations embracing customer experience

85%

preventable customer churn due to poor service

86%

customers willing to pay more for better experiences

91%

unhappy customers who don’t complain but leave

What We Do

At Being Human, we understand that customer experience ecosystems are complex and multifaceted, with multiple moving mechanisms, across many organisational silos – each with its own set of values, beliefs, and key performance indicators.

Using our Customer Experience Maturity Assessment, we navigate our clients through five stages of CX maturity to develop a comprehensive customer experience ecosystem that demonstrates the true value of customer-centricity.

WATCH VIDEO

Customer Experience Maturity

Advance through five stages of CX maturity

Demolish organisational siloes, synchronise and steer cross functional team efforts towards a specific business goal – perhaps the most important of them all; the CUSTOMER, and deliver branded and differentiated experiences that consistently exceed customer expectations.

To accurately gauge your organisation’s stage of CX maturity, take our customer experience maturity assessment and identify your brand’s CX strengths and weaknesses – scored across the six core competencies of customer experience.

Customer Experience Strategy

describes the deliberate and differentiated experiences your brand intends to deliver, the emotional response your brand would like to receive - and mobilises necessary resources, required to articulate the intended experience

VoC, Customer Insights and Understanding

unearth the potential of customer intelligence - understand customer behavior, predict customer's wants and needs, and deliver personalised product or service offerings to targeted customer audiences

Customer-Centric
Culture

displaces customers to the epicenter of your organisation's existence - where your organisation's people, products, processes and technologies are harmoniously aligned for your customer's convenience

Organisational Adoption and Accountability

the journey to true customer-centricity is a financially rewarding - albeit, disruptive one and this core competency manages the transformation from old to new, or 'inside-out' to 'outside-in'

Experience Design, Improvement and Innovation

uses a variety of human-centered problem-solving techniques and process-improvement methodologies to eliminate common pain points in the end-to-end customer journey with an organisation

Metrics, Measurement and Return on Investment

experience metrics are deployed to solicit customer feedback and measure delivered experiences whilst researched insights guide ongoing improvements in customer experience

EASY ONLINE PROCESS
Analyze

evaluate the strengths and weaknesses of your organisation's current CX ecosystem

Improve

synchronise and steer cross-functional team efforts using a detailed roadmap of CX improvements

Measure

quantify the impact of your CX improvement initiatives on the end-to-end customer journey

EXPERIENCE DESIGN WORKSHOPS
1
1

R 54 490

  • Understand-Your-Brand
  • (two-day workshop)
2
2

R 74 490

  • Know-Your-Customer
  • (three-day workshop)
3
3

R 94 490

    Exceeding-Expectations
  • (seven-day workshop)
WHAT IS IMPORTANT TO US
Customer Success

the customer’s ability to achieve their individual, brand-specific goals and desired outcomes

Customer Effort

how easy (or difficult) it is for customers to achieve their personal brand goals and desired outcomes

Customer Emotion

the feelings customers experience in their respective journeys, to achieve their own brand-specific goals

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