Customer Experience Consulting Services

Activate transformative strategies that elevate employee and customer experiences.

By connecting insight to action, our customer experience consulting services transform customer relationships and enable meaningful change across organizations. From enterprise leaders to front-line teams, we engage all levels of the business and establish the necessary alignment to drive programs that yield tangible outcomes.

Grounded in deep human understanding and a shared future-state vision for customer experience, our CX consultants develop strategic blueprints and embed the right tools and practices to bring that vision to life. We optimize CX organizations and operating models, providing the infrastructure to maintain focus and best-in-class customer experience measurement systems to continuously learn and improve – fostering innovation, accountability and a culture of customer-centricity.

Client Story

Helping the Atlanta Falcons Gain a Homefield Advantage in Customer Experience

Client Story

Building a Strategy for CX Excellence in Global Markets

Client Story

Customer Experience

Customer Experience – How to Get CX-Centric Change Right

Perspectives

Survey Fatigue

Overcoming Survey Fatigue: How to Be Smarter and More Effective in Gathering Customer Feedback

Perspectives

Explore Our CX Consulting Services

Current State Assessment

Our customer experience consulting service captures the voice of the customer and employees. Our behavioral science, analytics and design research teams bring unparalleled human insight to the foundations of our CX strategy work.

Ideal Experience Strategy

Our CX consultants unify cross-functional stakeholders to design and prioritize critical aspects of the future-state experience. The resulting blueprint articulates key insights, operational considerations and a strategic roadmap for CX evolution.

Employee Engagement + Education

Galvanizing a workforce around a CX strategy is almost as important as the strategy itself. Our customer experience management consulting approach takes a blended approach to employee education, applying multiple modalities to maximize engagement and adoption.

CX + EX Measurement

Experience transformation is enabled through continuous learning to drive ongoing, timely experience improvement. We embed feedback into day-to-day operations so the customer and employee are always at the center.

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Customer Experience Guide Creation

As a customer experience consulting agency, we co-create customer experience guides, concise operational playbooks for businesses that translate a customer experience vision into the step-by-step standards required for employees to deliver it consistently.

Internal CX Communications

Second only to education and training, a blended communications approach is vital to engage, reinforce and sustain the customer experience program. Our CX consulting services bring clients a suite of creative tools to nurture program adoption and a CX culture.

Have Questions? Get In Touch

Contact

Elevating experiences starts with a customer-first culture and a deep understanding of their needs, followed by a disciplined approach to leveling up each touchpoint and communicating effectively.

Pernell Cox - VP, Strategy + Innovation

PARTNERS

Frequently Asked Questions

What is the difference between customer experience and user experience?

User experience (UX) is one aspect of customer experience (CX). UX focuses exclusively on a consumer’s interactions with a particular product or digital touchpoint, such as a brand’s website or app. It looks at usability, accessibility, user interface (UI) design and other aspects of that channel.

CX encompasses how consumers experience the brand via every touchpoint in their customer journey. Marketing, pricing, retail operations and customer service, along with UX, are among the elements considered.

How can customer experience consulting improve customer retention rates?

Unsatisfactory customer experiences are a leading cause of customer churn. Because CX encompasses so many channels and functions, however, uncovering which pain points are contributing the most to churn is a challenge. A difficult-to-navigate app, an encounter with an unhelpful service rep or a product that arrives broken due to poor packaging — each of which occurs in a different stage of the customer journey and is handled by a different team — are just a few possible reasons customers leave a brand. CX consulting identifies the key drop-off points, strategizes ways to improve them and helps implement those changes.

What research goes into assessing and improving the customer experience?

Customer experience consulting leverages both quantitative and qualitative research to obtain a 360-degree view of the customer experience and the changes that would strengthen brand loyalty. Transactional data, website tracking and Net Promoter Scores are among the quantitative information researchers gather; focus groups and one-on-one interviews provide qualitative data.

This research enables CX consultants to understand audience expectations and determine the next steps to help meet and exceed those expectations.

What are the most common challenges businesses face in improving customer experiences?

Outdated technology, data silos that impede personalization and inconsistent experiences across channels are common roadblocks to improving CX. Just as prevalent, if not more so, are gaps between consumer expectations and employee perceptions. At Material, we help organizations understand the links between CX and EX to forge stronger experiences for employees and customers alike.

How can I be sure all teams are aligned with the changes necessary to improve the customer experience?

The entire organization must understand and buy into the necessary changes for the customer experience to improve. That requires involving employees at all levels, from gathering their input on current challenges and the ideal future-state, to training them in new procedures to sharing performance metrics. Clearly communicating the goals and metrics along with the reasons for change is vital, as is creating feedback loops for continual improvement.

Because effective change management is critical to improving CX, our customer experience consulting team prioritizes employee education, internal communications and other services that ensure organizational alignment and successful implementation.