FulFilla Services
Fulfilla can Help you Fulfill a
Strategy and Design
Implementation and Management
Transformation and Change
At Fulfilla, we help organisations establish, enhance and embed their Xx programs, be it Customer experience (CX), Employee experience (EX), Citizen experience, Stakeholder experience, Student experience... the big X can be any of the people that matter.
If just starting out, this journey can be short or long depending on what you would like to do and how quickly.
Our model for delivering a world leading Xx program would be:
- Do it for you
- Do it with you to
- Enable you to do it yourselves
Some clients have engaged Fulfilla for stages 1 and 2 and chose to not invest in an internal team that would be required for stage 3. Fulfilla will adapt to a program and schedule that makes sense to you.
The services provided by Fulfilla include:
Customer Strategy
Customer Value Proposition
Customer Journey Mapping and Measurement
Employee Journey Mapping and Measurement
Employee Engagement surveys
Customer Experience – relationship surveys
Stakeholder Strategy
Voice of the Customer Program Plan
Voice of the Employee Program Plan
Request for Proposal/ Request for Solution (RFP/RFS) for Voice of the Customer/Employee Platform solution
VoC/VoE program implementation
Platform Implementation/migration
Program Management
Setting up appropriate Governance structures/teams
- Internal customer champions with representatives from across all areas of the business to prioritise and drive the right changes
- Customer Panels and Advisory Boards to ensure you are investing in the rights changes that matter to them
Internal and External promotion/marketing recommendations for your CX Program
Customer Relationship Management data, program, system needs identification and plan to implement
Data Management, cleansing, support to support and enhance customer marketing and engagement initiatives
Fulfilla Methodology
The methodology we use is driven from the outside-in putting the customer at the centre of everything we do.
Fulfilla leverages tried and tested and new and innovative technologies to ensure we are listening to all the places your customer voices may be heard
Operational/Interaction data
Structured and unstructured feedback and data
Quantitative and Qualitative feedback and data
Solicited and unsolicited feedback and communications
Positive and negative feedback and communications
Listen: Listening posts will be set up across all customer and employee touchpoints and wherever people discuss your organisation. Surveys will capture structured feedback using appropriate measures such as NPS, eNPS, CSAT, and effort, tailored to each interaction, episode, or overall relationship.
Understand: Analysing VoC/VoE data alongside operational metrics helps identify where to focus improvements, using both quantitative and qualitative insights. Text analytics uncovers the reasons behind the numbers, while tracking emotions at each touchpoint adds depth. To be effective, these insights should be shared widely—through dashboards, workshops, roundtables, and other communication channels.
Respond: Use process and technology to respond to feedback in real time—alerting key staff to issues, enabling service recovery, and turning promoters into referrals. Real-time response should be shared across frontline teams and escalated as needed so managers and executives stay accountable for outcomes.
Improve: Insights from VoC/VoE, operational data, and root cause analysis will inform targeted action plans to better meet customer needs often driven by VoC/VoE champion committees and customer advisory boards
Embed: Embed customer and employee stories into your culture through internal and external promotion, including branding where needed. Support this with reward programs that recognize staff contributions to improving systems, processes, and customer experience.