Challange 

The company sought to develop a customer experience (CX) strategy and identify initiatives to achieve customer centricity. They needed help defining what would make them more customer-focused and how to implement it effectively within a complex customer landscape.

Approach

We conducted a comprehensive maturity assessment and designed a program that included 13 CX improvement and transformation projects, focusing on building capabilities to foster customer-centricity.

Our delivery framework involved:

• Outlining business impact and key activities for each project.

• Developing project charters and KPI tracking systems, including NPS.

• Optimising and scaling up the Voice of the Customer (VOC) program.

• Engaging a steering committee and key stakeholders for feedback.

• Using an Agile CX methodology and a 5-step framework for implementation.

Result

The company gained clarity on their CX aspirations, enabling effective customer journey mapping. The CX transformation was aligned with their business strategy, ensuring they could achieve significant improvements by 2030. Additionally, the program fostered cross-functional collaboration and stakeholder engagement, positioning the company to meet future customer demands.