Extens Consulting is the customer experience consulting firm of the Sitel. Specialising in analysis, consulting and transforming customer journeys, Extens also provides delegation of support and management functions. Extens assists brands in creating value and enriching the global offerings of integrated services for improved customer experiences.
Take advantage of performance intelligence to assess your current customer services processes and guide optimisation of operations
Listen to the customer, monitor complaints, evaluate satisfaction surveys and drive continuous improvement and innovation
Understand the customer journey, measure experience KPIs and use findings to implement ease and enhance engagement
Focus on long-term customer loyalty by ensuring consistency in service and by continuously testing, learning and deploying new experiences
Customer journey diagnosis, customer experience optimisation, prospective analysis, process optimisation, EN 15838 CX certification, etc.
Voice of the customer, automated analysis, customer easy score, quality monitoring, knowledge management, customer behavioural understanding, customer-orientated KPI cockpit, etc.
On-site experts in process management, quality, workforce management, project management, business IT facilitator, online enhancement, workshop management and animation
Royal Air Maroc, a leading African airline