Looking to Elevate Your Customer Experience?
Meet Your Specialist!
Bonjour!
Since 2010, I have been helping organisations to craft their customer-centric strategies, orchestrate their customer experience initiatives and foster stakeholder collaboration.
Customer-obsessed and passionate about leading change through multi-level stakeholder engagement, I lead the design and delivery of solutions that provide optimal outcomes for customers, business and employees alike.
In 2018, I created Three Dots, offering CX consulting services and this page is an introduction to my holistic approach to customer experience (CX).
I would welcome an opportunity to discuss yours and learn about your CX goals. I look forward to connecting soon.
V irginie
Halpin
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Customer Experience (CX)
What is it?
Customer experience (CX) is the overall perception a customer has of a company, encompassing all touchpoints* and interactions*and throughout the customer journey. This includes not only the quality of products and services but also the customer's emotions, expectations and overall satisfaction with the brand. CX aims to deliver a seamless and consistent experience across all channels*, both online and in-person (omnichannel).
Why is it important?
Focusing on CX allows for the creation of memorable experiences, helping to build a customer's emotional bond with a product or service and ultimately shaping their overall satisfaction, loyalty and advocacy for a brand.
Products
Services
Marketing
Customer Services
Point of sale
Call centre
Why Three Dots
Converging service design, project and change management, I help businesses grow by bringing the Customer at the centre of everything they do.
Service Design
CX
Project
Management
Change
Management
- Service design: Mapping and optimising evidence-led end-to-end customer journeys while blueprinting internal processes to benefit the employee experience to deliver seamless experiences for all.
- CX Project Management: Guiding cross-functional teams to deliver exceptional customer experiences on time and within budget.
- CX Change Management: Guiding organisations through customer-centric transformations, ensuring smooth adoption of new processes and technologies for enhanced customer and employee experiences.
Connecting the dots for Customer Experience excellence
Uniquely blending Service Design, Project and Change Management for end-to-end delivery
A powerful toolkit to collaborate on both strategic vision and tactical execution, ensuring that every initiative places customers at the centre of the solution development process
HUMAN CENTRED DESIGN
PROJECT AND CHANGE MANAGEMENT
SD
PM
CM
PM
CM
General problem
Develop
Discover
Define
Deliver
Data
Research
Analysis
Synthesis
Data
Specific problem def.
Design
Test
Refine
Operationalise
Plan and implement
Measure, Report and Optimise
Specific solutions
Identify the right problem
Solve the problem right
Embed in the business
Direct+ Orchestrate + Facilitate + Engage+ Analyse + Advocate + IMPLEMENT
Certifications:
SD
Service Design: Leveraging Human-Centred Design and Design Thinking methodologies, I uncover customer insights and collaborate with stakeholders to co-create seamless and impactful experiences.
PM
Project Management: I divide projects into stages, defining clear roles and responsibilities and applying Prince2 principles to ensure timely and on budget delivery
CM
Change Management: I effectively manage the people side of change, by understanding and addressing the individual transitions employees experience during change.
10 Pillars of Customer Experience (CX)
I work on the 10 CX pillars to place the customer at the centre, promote collaboration and empower employees
1.
Leadership
buy-in
10.
Customer
centric
culture
CX has essential elements (or pillars) that are inherent to its nature and must be addressed simultaneously to form comprehensive and integrated CX solutions that align with the business and endure over time
‘ON’ the business pillars:
Create a customer centric business where CX can thrive
‘’IN’ the (CX) business pillars
(design related)
Work on what customers need, want and desire.
Both ‘IN’ and ‘ON’ pillars
Pillars that are directly impacting both the business side of CX as well as the customer experience.
My Core Principles
Placing Customers at the centre of everything I do
customer ecosystem
Investors
Primary
Customers
Secondary Customers
Mino-rities
Tech enablers
Employees
Govern-ment
Suppliers
The planet
1
Understand the extended customer ecosystem
Defining the customer ecosystem involves identifying and understanding the interconnectedness of stakeholders who directly or indirectly influence the experience.
An ecosystem where everyone benefits
2
aim to generate value for the entire ecosystem
The ultimate goal extends beyond solely satisfying primary customers, it encompasses creating value that cascades throughout the entire ecosystem, benefiting all stakeholders involved, including employees.
3
place the customers at the centre of the solution development process (HCD)
Human-Centred Design (HCD) consists in collaborating with customers throughout the design process, incorporating feedback and iterating on ideas. It ensures that solutions are not only functional and innovative, but also intuitive, engaging and truly relevant to the people they serve.
Strategic
ON
IN + ON
TACTICAL
IN
IN
ENABLING
ON
IN + ON
IN
IN
ON
ON
4
Simultaneously Drive Strategic Planning and Delivery Streams
‘ON’ the business
Work on the business to foster an organisational environment where CX efforts can thrive
‘IN’ the (CX) business
Using human-centred design (HCD) and Design Thinking to improve the experience of both customers and employees.
How I champion customer centricity across organisations
Incorporate
customer feedback into process, behaviours
Using feedback to drive continuous improvement
Customer focused leadership
Empower employees
Customer Centricity
Understanding the customers
Metrics that matter
Designing the experience
Refine
operating model, systems and processes to drive operational excellence
Demonstrate
collaborative new ways of working
Focus
on employees who deal with customers
Engage
executives and leaders
Integrate
disparate business unit cultures
Map
customer journeys and lifecycles
Align
technologies and processes to drive customers engagement and improve support
Remove
pain points that deliver customer and business value
Create
metrics and goals that put the customer at the centre
Empathise
with my customers by creating personas that represent each segment
Measure
change using key metrics
Recommendations *
Quick and thorough at the same time Virginie comes with that rarest of talents, she actually solves things. She was an invaluable CX team member in a very complex environment. She has in-depth knowledge and skills to deliver CX thinking as well as CX project management. Virginie managed to manage the C-suite and all other internal and external stakeholders so we could deliver our projects outcome in-time and on-point.
Last but by no means least, she is a pleasure to work with. Always bringing an energy and a positive vibe to the team. I hope we will work together again in the future.
Antoinette Hoes - Head of Global Strategy Group Innocean HQ Seoul
Virginie and I worked together on the CX revamp of the GWM Haval digital ecosystem. She made total sense of what was a complex brief - which instantly meant she earned the trust of our client and their team. Her analysis was incredibly thorough and she showed great depth of knowledge of the automotive category. I would definitely work with her again and would recommend that you do too.
Chris Murphy - General Manager the Hallway
I have had the pleasure to work with Virginie on both strategy and digital transformation projects. Virginie’s reflects a leader who values collaboration and a commitment to understand the motivations and purpose of a project. Her passion shines in customer experience as she was never afraid to challenge our ways of thinking or support the team through pivots to achieve the best customer outcomes.
Jessica Sherrington - Principal Service Designer Australian Digital Health Agency
Virginie is a genuine Executive level operator with a strong work ethic and personable approach to getting the job done. Her focus on customers, detail and ability to manage complex tasks is unquestionable. It is problem solving where Virginie excels and where she would be a credit to any organisation she works for.
Martyn Ryan - Founder Benojo (start-up - now Givar)
* LilnkedIn
Ready to create exceptional customer experiences?
Let's discuss possibilities...
Not quite ready yet, check my articles on LinkedIn and follow Three Dots for more.
A bit more about me...
If you have not yet met me, you will quickly identify my French accent as I grew up in Paris. There, I worked in marketing for International luxury brands before I relocated to Sydney in 2002.
Since then, I have managed projects across:
- Large government organisations
- Local and International companies
- Consultancies and agencies
- Semi public private ventures
- Start-ups
Over the years, I have held roles in:
- Customer Experience
- Strategy and Business planning
- Operations Management
- Project & Change Management
- Account Management
- Sales & Marketing
I acquired my qualification in Business Management in Paris at EFAP Business School and I am certified in Service Design (Academy Xi), Prince 2 (Project Management) and PROSCI (Change Management).
Outside work, I am lucky to call the Northern Beaches of Sydney home.
I love beach outings with my husband and our dog, Billie Jean who completely rules our life! Early birds. we enjoy collecting sunrises and chasing waves.
My Vision
Empowering collective growth: Shifting from 'I' to 'WE' for a better ecosystem.