A little bit about me, my vision for the future of CX in Africa...
tell your brand story
of your brand’s people, products, processes
and technologies
organically
employees to always exceed
customer expectations
customer memories of
self-enrichment
moments
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
organisations embracing customer experience
preventable customer churn due to poor service
customers willing to pay more for better experiences
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.
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
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
Our Blog
Our latest posts
As a proud ambassador of the Customer Experience Professionals Association (CXPA)™, a Customer Experience...
Enterprisetechsuccess names their Top 20 CX Solution Providers for 2020 in their Customer Experience...
This book is insightfully divided into four sections and through it, Ian takes you...
I had the incredible pleasure of speaking to the amazing Sandra Radlovacki from Customer...
To truly engineer and deliver extraordinary customer experiences consistently, combine the powers of each...
Comprehensive customer experience ecosystems create customer memories that narrate specific brand stories. Underpinned by...
