Digital CX
Designer experiences that people adore. Deliver business perceptions.
Customers do not base their judgments on the channel; they base their judgments on clarity, speed, and care. Flow Trixs has created and runs an end-to-end Digital CX that is effortless over voice, chat, email, social, applications, and web. Service design, engineering, and operations are joined together to create experiences that change the journeys, lessen pain, and elevate lifetime value.
Outcomes
- Faster resolution, less effort.
- Improved NPS/CSAT and conversion.
- Lower cost-to-serve and turnover.
- Omnichannel, consistent, and compliant service.
1) Contact Center as a Service (CCaaS)
Transform your call center in a no-disruption way. We plan, relocate, and run cloud contact centers that have omnichannel routing, workforce administration, and knowledge-based support.
What we do
- Migration roadmap, business case, and readiness assessment.
- Omnichannel (voice, chat, email, messaging, social) design.
- IVR/IVA architecture, expertise, and quality models.
- Strategic workforce, real-time command center, and performance playbooks.
Business impact
- 20–35% decrease in average handle time (AHT).
- 10–20 pt CSAT increase with quicker and crisper journeys.
- Improved ability to handle seasonal peaks.
2) CX Engineering
We make the CX stack — the cornerstone to every touchpoint — APIs, integrations, service logic, and data flows work to provide reliable, fast, and secure experiences.
What we do
- Integration and middleware for omnichannel platforms.
- Case, ticket, and workflow coordination.
- Knowledge architecture, search, and guided assistance.
- Telemetry and SLO management with quality monitoring and alerts.
Business impact
- 30–50% reduction of failure points in journeys.
- Critical CX APIs respond within 300ms.
- Consistent experience across channels and brands.
3) Insight & Design Labs
Quick discovery-to-studio converting signals into service improvements. A mix of research, journey mapping, and experimentation helps us identify what truly moves the needle.
What we do
- VoE/VoC production, journey analytics, and opportunity mapping.
- Service blueprints, wireframes, and high-fidelity prototypes.
- A/B and multivariate testing with KPI-linked hypotheses.
Business impact
- Faster turnaround (weeks instead of quarters).
- 15–25% improvement in task completion or conversion.
- Reduction in redesign and rework costs.
4) Digital Consulting
Guidance for leaders who desire change, not slideware. We align CX vision, operating model, and metrics with your strategy — and build a clear, actionable roadmap.
What we do
- CX strategy, OKRs, and value realization model.
- Design for organization, roles, skills, and governance.
- RFP support and vendor/stack rationalization.
Business impact
- Effective North Star and 12–18 month plan.
- Reduced tech spend through rationalized platforms.
- Revenue and savings cases that are board-ready.
5) Digital Transformation through Experience
Transform journeys from front to back. Our process designs focus on customer deliverables that are re-designed, re-platformed, and automated for speed, quality, and scale.
What we do
- Reimagination of journeys, service policies, and SLAs.
- Exception handling, multi-objective flow, and simplification.
- Data harmonization for a unified view of customer and case.
Business impact
- 25–40% cost-to-serve reduction.
- 20–30% reduction in repeat contacts and complaints.
- Improved NPS across key journeys.
6) Digital Acceleration Center
Your on-demand CX build squad. These cross-functional pods (design, engineering, data, operations) deliver sprints with measurable improvements every 2–4 weeks.
What we do
- Backlog triage, rapid scoping, and sprint delivery.
- Accelerators, templates, and component libraries.
- Release governance, change management, and runbooks.
Business impact
- 3–5× faster time-to-value.
- Reduced delivery risks and predictable release cadence.
- Reusable assets that increase ROI.
7) Trust & Safety
Custodial and protective for customers and your brand. Our policy frameworks, workflow reviews, and safety controls ensure your platforms remain healthy, secure, and compliant.
What we do
- Policy definition, risk taxonomy, and enforcement ladders.
- UGC/content review processes and escalation workflows.
- ID, age, remittance, and integrity oversight.
- Monitoring, audit, and incident response playbooks.
Business impact
- Reduced policy violations and fraud-related losses.
- Faster, auditable, and fairer decisions.
- Improved brand and regulatory confidence.
8) Ad Sales & Operations
Optimize profitability and experience across the ad lifecycle — from brief to billing. We streamline booking, trafficking, QA, targeting, optimization, and revenue operations.
What we do
- Inventory packaging, pricing, and priority rules.
- Order management, trafficking, creative QA, and compliance checks.
- Pacing, in-flight optimization, and under-delivery prevention.
- Performance reporting and billing reconciliation.
Business impact
- Increased fill rate and eCPM/ROAS.
- Fewer make-goods and credits.
- Transparent, performance-ready reports.
Our Delivery Process
- Discover & Prioritize — Establish baseline journeys, set value targets, and build the case.
- Design / Prototype — Blueprint services, prototype hypotheses, and validate impact.
- Authenticate by Creating — Engineer and orchestrate data flows with quality gates.
- Operate & Maintain — Go live with command center, SLOs, and training.
- Measure & Optimize — Track KPIs, refine, and repeat what works.
Good to redesign your customer experience?
We can build journeys that move faster, feel better, and work smarter — all the way through.
Get Your CX Transformation →