Experience Lab is part of Serco Group plc.
Customer Experience (CX) Measurement is the practice of measuring customer experience at all touchpoints along the customer journey to understand the needs of their customers and build an organization that is focused solely on the customer. Effective CX measurement keeps organizations honest about how their users perceive and interact with them; and can support organisations identify areas to improve loyalty and advocacy of customers whilst still achieving business KPIs.
ExperienceLab use several measures including: Net Promotor Score (NPS) Average Handling Time (ART), First Response time (FRT), Time to resolution (TTR), Customer Satisfaction Score (CSAT), Customer Effort Score (CES).
ExperienceLab turn concepts into reality by creating service interventions to test what solutions can address the problems identified in discovery research. Our build, test and measure approach is based on the Government Digital Service Standard approach and principles.
These mechanisms are set up to drive continuous improvement and innovation throughout the contract lifecycle.
Change management is a collective term for all approaches to prepare, support, and help individuals, teams, and organizations to adapt and change following business transformation and product or service innovation.
ExperienceLab consultants are trained effectively in building governance structures, new business processes, and communication strategies that support organisations and its leaders to drive and deliver successful change.
Training and coaching is a big part of what we do. We support businesses to develop the capability required to make change stick. At ExperienceLab, we focus on developing the mindset, skillset and toolsets of our clients so when we leave the work can still continue.
As well as offering training and coaching within projects, our project process of run in front, run beside and run behind is a central part of how we partner with clients.