We believe that great Customer Experience design, Operational Excellence, and Empowered Employees lead to happy customers!

1. ELEVATE YOUR
CUSTOMER
EXPERIENCE.
Copyright LeapCX LLC 2016. All Rights Reserved.
Great CX design | Empowered employees | Operational
Excellence | Happy customers

2. The Opportunity: Effortless Experiences
▸ Transform CX: Channel stickiness, meet customer
needs, empower reps, reduce effort (Any interaction is
4X more likely to drive disloyalty than loyalty)
▸ Differentiate: CX is the only differentiator (< 20%
customers see companies as differentiated)
▸ Mitigate Disloyalty: Effort = disloyalty (High-effort
experiences increase disloyalty 96% of the time)
▸ ROI: Happy Customers = Repurchase + Increase
Wallet Share + Advocate (unhappy customers 65%
likelihood of negative word of mouth)
Multiple contacts across channels, generic service, repeating
info, transfers, and perceived additional effort drive
customer disloyalty.
LeapCX.com
info@LeapCX.com
586.350.7221
Great CX design | Empowered employees | Operational Excellence | Happy
customers

3. The Solution: LeapCX
▸ 3-Step Methodology: Assessment > Alignment >
Transformation
▸ 100%: Customer Experience (CX) focused, Technology
Agnostic
▸ Value Driven: Advisory, Engineering, and Technology
Solution Experts
▸ Continuous Improvement: Lifecycle approach to CX
Transformation
LeapCX: provides technical, process, and people
solutions to solve complex business challenges
encountered in the contact center and customer experience
space.
LeapCX.com
info@LeapCX.com
586.350.7221
Great CX design | Empowered employees | Operational Excellence | Happy
customers

4. OUR SERVICES
CX
Map, identify challenges,
align strategy, Transform
CX
CULTURE
Simple and quick: analyze
and transform business
culture
STRATEGY
Remove cost, optimize
delivery with Lean Six
Sigma, Value Stream
Management, and
Statistical Process Control
TECHNOLOGY
Experts focused on
technology solutions for CX
and the contact center
space
LeapCX.com
info@LeapCX.com
586.350.7221
Great CX design | Empowered employees | Operational Excellence | Happy
customers

5. Customer Experience (CX) Solutions
▸ Assessment/Strategic Alignment/Transformation
▸ CX Design/Channel Unification/Social Media
Strategy and Automation
▸ CX Journey Mapping to understand your customer’s
experience and identify pain points
▸ Voice of the Customer (VOC) Analytics
▸ Self-Service Solution Design and Strategy
▸ Speech & UI/UX Usability Testing
LeapCX: design and deliver a road-map for outstanding
customer experience, unified interaction channels, and CX
insights.
LeapCX.com
info@LeapCX.com
586.350.7221
Great CX design | Empowered employees | Operational Excellence | Happy
customers

6. Technology Solutions
▸ Solutions Engineering and Architecture
▸ Application Design Development for the Contact Center and Related
CX Spaces
▸ Voice User Interface (VUI) Design
▸ Cloud/Premise Contact Center/Unified Communications Solutions
▸ Customer/Enterprise Data Integration
▸ Screen-pop/Desktop Integration/Third Party Application Integration
▸ Reporting/Data Analytics/Predictive Analytics/Big Data/Speech & Text
Analytics
▸ Staff Augmentation/Staffing: Contract and Permanent
▸ Business Communications Network Design and Provisioning
LeapCX: experts on channel unification, data integration, analytics and
custom development for the contact center and related spaces.
LeapCX.com
info@LeapCX.com
586.350.7221
Great CX design | Empowered employees | Operational Excellence | Happy
customers

7. Strategic Business Solutions
▸ Program/Project Management/Vendor and Project Risk
Management
▸ Process Analysis and Design
▸ Business Logic Design
▸ Lean Six Sigma/Value Stream Management/Statistical Process
Control
▸ Quality Improvement/Cost reduction/Cost Improvement
▸ Disaster Recovery/Business Continuity/Capacity Planning/HA
Planning and Design
▸ Security/Compliance (PCI) for the Contact Center and Related CX
Spaces
▸ RFP Creation/Procurement/Vendor Selection
LeapCX: We specialize in Quality Improvement and cost reduction
methods.
LeapCX.com
info@LeapCX.com
586.350.7221
Great CX design | Empowered employees | Operational Excellence | Happy
customers

8. Workplace Culture Solutions
▸ Right Workplace’s simple “Ask, Analyze, Act”
methodology
▸ Employee Surveys
▸ Cultural Transformation Consulting
LeapCX: measure your culture while soliciting great ideas
to drive improvement.
LeapCX.com
info@LeapCX.com
586.350.7221
Great CX design | Empowered employees | Operational Excellence | Happy
customers