Challange 

The organization faced the challenge of shifting its internal focus from individual sales channels to a unified, customer-centric omnichannel approach. Leadership recognized the need to inspire the company to adopt a customer-first mindset but lacked the practical tools to implement this transformation across teams.

Approach

• Our team was chosen for our hands-on expertise in driving customer experience (CX) solutions. We facilitated CX strategy workshops across major offices, aligning senior leadership on the organization's CX maturity and future direction. Through customer journey mapping, we identified key areas for improvement and presented six priority projects aimed at delivering a customer-centric omnichannel environment.

•  We also collaborated with the executive team to ensure these projects complemented other ongoing strategic initiatives and assigned project ownership to cross-functional teams within the organization.

• We created a detailed scope for priority technology solutions and critical SOPs to support the transformation.

Result

• Technology Integration: Helped the technology teams to redefine system architecture from a customer-focused perspective, ensuring the design considered both customer and employee impacts before integrating the typical technical      requirements.

• Operational Alignment: Empowered operational teams to take ownership of aligning  processes with customer journeys, leading to significant improvements in key areas such as repair and service management.

• Strategic Focus: Advised the company to scale back from large transformation projects due to rapid growth, focusing instead on incremental improvements  to the digital experience and progressing towards an omnichannel approach.

• Cultural Transformation: Initiated a customer-centric culture within the organization’s internal teams by embedding customer-focused principles nto communication strategies, employee feedback mechanisms, and leadership development programs.