The ICG Practices
ICG’s Professionals are aligned to 18 Functional and 14 Industry Practices, each staffed by a mix of talented industry experts and skilled consulting professionals and led by an experienced Practice Leader who can respond to work requests and develop proposals across the practice.
*Select a practice from the list below*
Customer Strategy & CX
Refocusing customer strategy to realise business value
PRACTICE OVERVIEW: Working at the Nexus of Customers, Experiences, Technology & Operations, our team has expertise in customer strategy, experience design, marketing, research and customer operations. We can provide contract resources, support a discrete workshop, channel assessment or research project or deliver a customer-centric transformation.
Capabilities
CUSTOMER STRATEGY
Enterprise level customer strategy, going beyond ‘CX’ to enable corporate goals. Alignment of supporting customer operating models, metrics & governance.
CUSTOMER VALUE PLANS
Creating value by optimising segment targeting, lead generation and conversion, while reducing cost to serve, churn points & driving up loyalty and referral
RESEARCH TOOLS & FRAMEWORKS
Qualitative focus groups, ethnographic research and journey mapping. Quantitative research, segmentation and CX pulse surveys. UX reviews and top- down assessments
DEEP CUSTOMER EXPERTISE
Including: Marketing effectiveness, customer tech/ops, metrics, data, and customer frameworks (journeys, segmentation, and target experience design). Transformation programs