While other companies work in a reactive state and, therefore, only optimize singular components of their client's existing CX at a time, Tallwave approaches their work through a holistic lens. Relying on data to drive surface-to-core roadmaps and achieve cross-functional alignment, the firm identifies key moments of friction and opportunity at each stage of the customer's journey and uses those insights to craft cohesive and intuitive experiences at every touchpoint. This whole-picture method enables them to design agile work streams for continuous momentum and growth.
Leveraging their proprietary, proven solutions, Tallwave can help clients improve customer acquisition while decreasing customer acquisition cost, increase customer engagement, grow market share, decrease customer churn, expand into new markets, and develop new products and services to meet the evolving needs of their client's customers.
To do this, it brings stakeholders together to participate in fast-paced, collaborative workshops and help develop integrated workstreams to drive critical, cross-functional outcomes. As a result, silos are broken down, and cross-functional alignment on goals and metrics needed to gauge regular progress is established.
The Tallwave team marries this work with full digital intelligence on customers and the market to develop strategic plans and often helps to execute many of the workstreams, which often include user testing, rapid prototyping, product developing, acquisition marketing, rebranding, program managing, redesigning employee experiences to better deliver on customer experiences, and more.
Recently, one of Tallwave's biggest clients–a leading global credit card company–saw the demographics of their core customers changing. The benefits and service offerings they desired, especially as it related to travel, were shifting. The client needed to innovate and deliver improved digital-first travel experiences to prevent customers from abandoning the brand. The answer? Developing an omnichannel travel booking experience that allowed travellers to book itineraries, make changes and add personally curated plans through a travel consultant or on their own through several mediums. To do so, Tallwave worked with travel consultants and unpacked the systems and processes responsible for delivering the current experience. From there, they outlined the necessary future state by pulling in consumer insights on what benefits and experiences were appealing to this new demographic. By combining all these insights and breaking up the work into different workstreams, Tallwave delivered a seamless experience by working from the inside out.
From employees to end-users, Tallwave analyzes the thoughts and experience of every customer to provide a holistic CX strategy
This agile and adaptable mindset helped Tallwave to navigate and thrive through the pandemic, as well. A thoughtful action plan maintained employee retention and grew the core business. They also underwent a strategic rebrand effort that helped galvanize the team and set a new course for its future. "COVID-19 helped us understand the human experience more deeply and provide more value to clients," says Pruitt. This drove the ethos behind their new rebrand, revitalized company values, and customer experience design strategies: To always employ an approach that incorporates the heart, the mind and the matter and put empathy for humans at the core. "We look forward to the inspiration that comes from being with one another, but we also look forward to embracing the human value of being able to work in a place where one can get great work done," ends Pruitt.