CX Strategy & Engagement

Connecting insight to action, we transform customer experiences by activating strategy and shaping change across organizations.

Key Benefits

  • An orchestrated approach that engages all levels of the enterprise and establishes the necessary buy-in and alignment to drive real change.

  • A clearly defined strategy that unifies external customer insight with internal cross-functional knowledge and yields pragmatic steps for achieving the vision.

  • An optimized customer experience organization and operating model that provides the infrastructure to maintain focus and ongoing governance.

  • Customer-centric, enabled front line teams that yield increased employee satisfaction and improved retention, loyalty and engagement.

  • Continuous learning through experience measurement that fosters innovation, accountability and overall culture of customer-centricity.

  • Improved quality and consistency of the customer experience that increases customer retention and share of wallet while strengthening brand reputation in the marketplace.

How We Do It

Ultimately, every strategy needs to be executed by people. For us, this is not a conceptual exercise. Our integrated team of strategy consultants, researchers, and technologists engage stakeholders to create and align on a shared future state vision. We then develop and embed the supporting tools and practices to bring that vision to life through ongoing inspiration and reinforcement at the center of enterprise culture.

Key Offerings & Services

  • Current State Assessment

    Using a blend of quantitative and qualitative methods, we capture 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

    We 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 future initiatives, serving as the brand’s North Star for continuous evolution of the customer experience.

  • Experience Guide

    A concise, easy-to-read operational playbook translates the customer experience vision into the step-by-step standards required for employees to deliver it consistently. A custom guide is co-created by our in-house creative team and client-side customer experience and brand leadership.

  • Employee Engagement & Education

    Galvanizing your workforce around your strategy is almost as important as the strategy itself. To achieve this, we take a blended approach to employee education, applying multiple modalities to maximize engagement and adoption.

  • Internal CX Communications

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

  • Experience Measurement

    Experience transformation is enabled through continuous learning that drives ongoing, timely experience improvement. We embed feedback into day-to-day operations, such as survey tools and behavioral analytics, so the customer and employee are always at the center of all programs.

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