Emotionally Intelligent Business

Approx 50-70% of Contact Centre  / CX projects ‘fail’. The project fails to hit the ROI, customer satisfaction (CSAT) scores, or efficiency gains promised in the original business case. This is rarely an issue with the technology itself. Projects splutter and stall and become hugely elongated and loose momentum – because not enough had been done upfront to understand other key elements. 


These elements sit in understanding People (and culture) and Processes (current and future) before focusing on functional technology requirements. 


Complimented with our deep technology expertise is our accreditation and certification in both Customer Experience (CX)  and Emotional Intelligence (EQ). 


Empathic or Human Centric Experience will lead to: 

 

 

  • Elevated revenue streams;
  • Accelerated growth rates;
  • Enhanced levels of customer satisfaction.
 
 

Our Emotionally Intelligent 5 Phase Approach can be implemented either comprehensively from inception to conclusion or utilised to augment an existing project, whether it is in the conceptual stage, under peer discussion, or currently in progress but requiring additional support and structure.

 

With over 30 years working in CX  / Contact Centre tech transformation we can also guide you on vendor selection in this crowded AI world, having worked in Senior roles within Zendesk, Pega, NICE and Cisco. 

We are equipped to assist; whether the need is for back-office, front-office Contact Centre – perhaps a chatbot or voice bot or a broader operational CX transformative programme, through either bespoke Consultancy days or Fractional engagement, where our expertise is embedded within your company

The Five-Phase Approach to Human Centric CX

1
Phase 1: Discovery (The ‘As-Is’ Reality)

Phase 1: Discovery (The ‘As-Is’ Reality)

Goal: Identify the ‘pain’

  • Map current process (‘happy path’ vs. reality).
  • Analyse VoC (tickets, NPS, churn) and VoE (focus groups for ‘administrative sludge’).
  • Capture baseline metrics (cycle times, error rates, cost-to-serve).
  • Understand employee EQ level and assess burnout risk.
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Phase 2: Diagnosis & Design (The ‘To-Be’ Vision)

Phase 2: Diagnosis & Design (The ‘To-Be’ Vision)

Redesign the experience outside-in.

  • Service Blueprinting: Map customer journey and operations simultaneously.
  • Pain Point Mapping: Link process friction to CX/EX issues (e.g. high churn).
  • Solutioning: Determine needs for automation, policy, or structural shifts.
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Phase 3: Planning & Prioritisation

Phase 3: Planning & Prioritisation

Use a Benefit vs. Effort Matrix to find Quick Wins.

  • Pilot: Select a high-impact, low-complexity use case for testing.
  • Change Management: Develop a communication strategy (‘Why’) to reduce employee resistance and gather employee confidence.
  • Employee Emotional AI Adoption (before it happens).
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Phase 4: Implementation (The Build) (Partner delivered)

Phase 4: Implementation (The Build) (Partner delivered)

Execute via agile sprints.

  • Deployment: Roll out new tools and automations.
  • Capability Building: Train employees on the new way of working, not just the tool.
  • Feedback Loop: Maintain a ‘War Room’ for real-time issue resolution during the pilot.
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Phase 5: Embed, Scale, Improve (The ‘New Normal’) (Partner delivered and managed)

Phase 5: Embed, Scale, Improve (The ‘New Normal’) (Partner delivered and managed)

Prevent regression to old habits.

  • Benefit Realisation: Compare post-launch metrics to Phase 1 baselines.
  • Governance: Update SOPs and KPIs to reflect new EX/CX priorities.
  • Scale: Roll out the proven model across the business.
  • Continuous employee development through EQ methodology
    Ongoing personalised Customer Success initiatives and holistic CX.

Interested?

Let Flourish support you in your next project

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