Con sul tareConsultare means "Experts to consult" on Customer Digital Strategy, Operational efficiency, and Digital Workplace Transformation.Explore More
CRM DIGITALCRM Mastermind Design, Digital strategy, Implementation, and Professional Services
CUSTOMER EXPERIENCEWorld's first "CX and Digital" Fusion of technologies and transformation services
EMPLOYEE EXPERIENCEHR Technologies, Digital WorkPlace Programs, Talent Management, and EX Strategy
EVERYTHING EXPERIENCEThe Hyper Automation, DevOps, and Low-Code No-Code Technologies
KEY PARTNERSExperience Partnerships (PX) with leading brands offering software/platforms
About CRM DigitalDigital CRM Applications — Sales, Service, Marketing, and Commerce
CLOUD & IT INFRASTRUCTUREVirtuos invests in TEKCORP — Cloud Mastermind & IT Infrastructure Specialist.
VIRTUOS NEXORAMANexorama is our new model for innovating and diversifying into new areas.
ABOUT GIFTCART.COMWith huge strengths in technology, experience design, strong commitment and insight to make Giftcart.com a leading name in e-gifting globally, the team has put together some of the industry's first and unique propositions such as Personality based gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced Search and more. Visit www.giftcart.com
ABOUT INDIC.COMIndic is a company that has digital experience platforms to serve a broad range of audiences with consistent, secure and personalized access to products, services, and experiences across many digital touchpoints.
Indic has a portfolio of brands in stealth mode. For more information visit www.indic.com
ABOUT SWEVEN DIGITALSweven is a brand new company with 1000+ Man years of CRM and Customer Experience Proficiency. Sweven branched out to craft a new story of Sweveners — The dreamers and doers operating in the US$1 Trillion Salesforce Economy. Sweven is headquartered in San Francisco with operations and delivery centers in India and fast expanding into other regions. For more information visit www.sweven.com
ABOUT TEKCORPTekcorp offers complete Cloud Transformation Journeys for the customers along with IT Infrastructure Services such as Networking, Storage, Security, and Trust Management across Industry verticals. Tekcorp also operates Technology Division in alliance with leading partners. For more information visit www.tekcorp.com
Com pa nyCompany with a team that has the explicit mission to change the world — big change, big objectives, a brand-new system never done before.Explore More
ABOUT VIRTUOSThe birth of an idea that stretches the Virtuosos and the customer
OUR BUSINESSThe anatomy of modern business at Virtuos — Consulting to Digital Business
CUSTOMER SUCCESSCustomer success stories, case studies, insights, and resources
CAREERSExplore an enriching and rewarding career in sales, marketing, engineering, etc.
NEWS AND EVENTSSign up for the latest news, press releases, Xonomy events, and webinars
Integrated Customer experience and Digital Transformation (CX.Digital Practice) is a discipline that requires an ongoing focus. CX and Digital leaders (CCO, CMO, CDO, CIO) can leverage from well-integrated Virtuos Indicial CX.Digital management maturity model to gauge their organization's CX management maturity, digital transformation maturity and then use that baseline to plan future improvements.
ENGAGE
DISCOVER
AUDIT
Executive Connect
Meet the key stakeholders to introduce CX Primer and its objectives and more substantial impact of CX in several connected departments — sales, marketing, service, production, HR, etc.
Presenting concepts
Presenting some of the most modern CX best practices from case studies and how some of these successful companies embarked on CX Innovation.
Socializing CX
Executive connect to define the concepts around CX and benefits of increasing CX maturity, together with the potential business outcomes from digital transformation.
Vision
Working towards building the vision of what the organization's "future state" CXM capabilities should look like, and what strategies they should adopt to integrated CX with Digital.
Current state of CX
Discovering the current state of CX and Digital maturity and their execution capabilities, comparing them with best practices — some of them from real case studies, and research.
Platform Indicial
Offering easily configurable Platform for assessing CX.Digital maturity (CX Index, CX Ratio) in real time, and also ascertain the cost, risk or opportunity costs.
CX Audit Sample
We pick up samples using multi-channel audits to identify some of the grey areas in CX continuum. We also evaluate current customer engagement processes at departments.
Technology Audit
We evaluate the current ecosystems of CX and help clients in identifying the right technologies to integrate disparate processes across departments for CX.Digital maturity.
CX Planning Session
Discussing and prioritizing (from achieved CX Audit results) and make definite stepwise improvements to integrate, measure, and perform CX.Digital Maturity.
Our CX.Digital Maturity is powered by leading research and Industry best practices.
As illustrated (See left) using Gartner’s CXM Maturity model, we offer an exhaustive CX.Digital roadmap to ensure success for our customers. The CX.Digital maturity model has five levels of increasing maturity:
Level 1. Initial and mostly Ad Hoc
Level 2. Developing and Establishing
Level 3. Defined and Performing
Level 4. Managed for Optimization
Level 5. Embedded for Transformation
CX MATURITY MAPPING
Customer experience (CX) management maturity model defines five levels of increasing maturity mapped below on nine dimensions. Most large organizations are at Level 1 or Level 2 maturity, with a view to achieving Level 3 (see the graph above). At Virtuos, we engage with the executive team to assess and discover the state of Customer Experience (also known as CXOpia) by conducting CX Primer.
Initial (Ad Hoc)
PurposeNo CX Mission or Purpose; Individual efforts; No business sponsorship; short term profit motives.
StrategyNo CX Strategy; CX is viewed as Customer Service; Firefighting to handle complaints - mostly reactive.
Roles and GovernanceNo CX leadership or team. No governance model for CX; Decisions are bottom up and departmental.
People and Org. ChangePoor structure; no team goals; everyone is attending to complaints; poor customer-centric culture.
Customer VoiceSporadic or annual surveys; Lack of common customer data; Heavy reliance on anecdotal feedback.
Customer InsightNo research team; Gut based decision making; Reliance on external sources of data or perceptions.
MetricsMultiple CX metrics with high variance used by each department; lack of freshness in the data.
Persona and JourneysNo development of personas; No outside-in view; Customer Journeys not mapped.
TechnologySiloed systems - mostly basic CRM or System of Records; Focus on UX or Web; No tools for CX
Developing and Establishing
PurposeCX Purpose to Improve CSAT and better NPS over the competition; CX is still not a competitive arsenal.
StrategyCX roadmap is drawn; Identifying and using capabilities internally; Investment choices are flawed.
Roles and GovernanceCX leadership with team exists; Internal CX technologies are inventoried; Wavering CX focus.
People and Org. ChangeEmployees are not customer obsessed. Focus is on Service goals; CX is not deeply ingrained.
Customer VoiceVOC technologies used; Inconsistency in executing VOC; Loosely coupled VOC; No VOC Program.
Customer InsightDedicated team for CX insights; Ad hoc research and testing; Limited sharing of insights internally.
MetricsCX Dashboard with key metrics exists; No linkage of Operational/financial metrics to CX metrics.
Persona and JourneysPersonas developed on some data; lacks fresh customer data - mostly perceptible; Presumed MOT.
TechnologyCX technologies planned or identified; Investments in Service design; IT budgets not influenced by CX.
Defined and Performing
PurposeCX Purpose to correlate CX with Operational efficiency; No exec sponsor, but departmental buy-in.
StrategyCX priority with process to seek investments; Partly compete on superior CX; Unified CX Strategy.
Roles and GovernanceCore and Permanent CX Team; CX has budgets for teams; CX Leader is partly collaborative internally.
People and Org. ChangeCX Training is regular; CX is deeply ingrained; CX Jobs in multiple departments; CX is in discussions.
Customer VoiceEffective VOC governance. Direct and Indirect feedback in loop; Multi-stage/journey feedback captured.
Customer InsightContinuous and iterative CX insights; rich Customer/Employee Insights; high reliance on CX Insights.
MetricsContextual and relevant CX Metrics; Alignment of departmental metrics with CX Metrics; Accountability.
Persona and JourneysQualitative and Quantitative personas; Personal driven Journey prioritizes CX; Limited effectiveness.
TechnologyNew Technologies for high CX Impact; Integrations and Single view of customer; Omni-channel Tech.
Managed for Optimization
PurposeExecutive sponsor for unified CX vision; Link CX for financial goals and vital business goals.
StrategyCX goals have more capability; CX and Innovation efforts in sync; CX is measurable for brand equity.
Roles and GovernanceUnified set of practices, tools and processes, and design; cross functional CX budgeting and execution.
People and Org. ChangeCX Program in place to attract, train CX talent; Incentives tied to CX Improvement; CX is part of KPIs.
Customer InsightAll test participants are customers; Customer Insight fuels CX and co-creates new products; Budgets.
MetricsA hierarchy of linked CX metrics; Operational and quality metrics are being correlated with CX metrics.
Persona and JourneysWider set of data driven personas; Expansive journey maps and Journey Analytics for CX continuum.
TechnologyIntegration of technologies to join up the customer journey; IT budgets are influenced by enhanced CX.
Embedded for Transformation
PurposeAll stakeholders buy-in for CX; Manage CX with the same rigour used to manage profit; CX is the Brand.
StrategyInnovative and unique CX goals and capabilities are being created; Leading Industries with Signature CX.
Roles and GovernanceCenter of CX Excellence driving innovation; EX is fuelling CX; CX is embedded as DNA of Organization.
People and Org. ChangeEmployee retention is tied to CX growth; CX performance is rewarded at par with financial performance.
Customer VoiceVOC is continuous; Causality between voice of employee and VoC data is established and acted upon.
Customer InsightResearch and testing is the DNA; Enterprise wide insights to improve majority of products and services.
MetricsCX metrics are infused in day-to-day operational management and long-term investment plans.
Persona and JourneysPersonas and Journeys influence customer facing processes; Top-level, outsidein journey maps used.
TechnologyIT is a key source of knowledge of the innovative technology; CX is highly influencing IT Investments.
HOW CAN WE HELP YOU!
We work with leading research organizations like Gartner, Forrester, amongst several others, to garner the best of industry research closer to you. We have set up Innovation On (formerly Innovation Open) lab to consistently bring insights to you in the form of the CXNow Program with its most creative 7C framework.
Virtus can help organizations to develop a successful CRM vision and strategy through CX Primer framework.
Virtuos with its integrated Consulting and Technology, practice brings impact to innovate your organization's CX strategy.
Bring continuous innovation to your application stack with upgrades, and state of the art improvements with CXDesk strategy.
