Practice 01 · CX, contact centre, channel design

Design experiences your customers remember for the right reasons.

The frontline is where strategy meets reality. We help our clients redesign service experiences that compound loyalty — across branches, call centres, mobile apps and the spaces in between.

Discuss a programme See case studies
Voice-of-customer researchJourney mappingContact centre transformationOmnichannel CX
Arton Technologies team — customer engagement and CX consulting
What we do

Six sub-capabilities inside the practice.

Engage one or the whole bench — most engagements blend two or three.

Experience strategy

Voice-of-customer programmes, journey mapping, moment-of-truth analysis.

  • Customer research at scale
  • Journey blueprints
  • Service-design portfolios
  • Experience KPIs

Contact centre transformation

Omnichannel routing, AI assistants, agent enablement and QA frameworks.

  • Routing & IVR redesign
  • Knowledge management
  • Generative-AI copilots
  • Quality assurance

Digital channels

Self-service portals, mobile UX, conversational interfaces.

  • Mobile app design
  • WhatsApp Business
  • Chatbots / agents
  • USSD optimisation

Branch & physical CX

Layout, queue management, sales enablement, training and rituals.

  • Queue & throughput design
  • Sales enablement
  • Branch staff training
  • Mystery shopper programmes

Measurement & VoC ops

NPS, CSAT, CES instrumentation; closed-loop feedback systems.

  • VoC platform setup
  • Closed-loop feedback
  • Executive dashboards
  • Sentiment analytics

Loyalty & personalisation

Tiered loyalty programmes, partner ecosystems, personalisation engines.

  • Loyalty design
  • Partner integrations
  • Real-time personalisation
  • Privacy compliance
Approach

A four-step rhythm we apply to every engagement.

01

Listen

Customer research, agent interviews, journey audits. Two weeks.

02

Diagnose

Current-state heat map; top three opportunities ranked by impact and effort.

03

Design

Future-state journey, channel architecture, target operating model.

04

Ship

Co-design, prototyping, pilot, scale. We stay on the floor until adoption sticks.

Outcomes worth quoting

Some of what we’ve delivered.

+22 pts
NPS lift (SACCO)
+31%
Direct bookings (lodge group)
62%
Auto-adjudicated claims
+19 pts
CSAT (insurer)
Related work

Case studies that show this in action.

Hospitality sector — African guest services and tourismHospitality

A safari-lodge group redesigns guest experience end-to-end

Read case study
Insurance sector — African financial services and risk managementInsurance

Claims-processing automation for a regional general insurer

Read case study
FAQ

Things prospective clients ask us.

Do you replace or augment the in-house CX team?
Both happen. We can run an end-to-end programme, or partner with your in-house CX lead and bring specialist capacity (research, design, contact-centre tech).
How long does a typical CX transformation take?
Diagnostic plus first sprint: 8-12 weeks. Full programme: 9-15 months. We design in 6-week iterations so value lands early and often.
Can you work with our existing contact-centre platform?
Yes. We are platform-agnostic — Genesys, Five9, NICE, Avaya, in-house. The work is mostly about journey design and agent enablement, not switching the tooling.

Engage our Customer Engagement Transformation practice.

Tell us the problem in plain English. We’ll come back with a perspective and a sharp question.