Challange 

The business faced difficulties retaining customers, especially in industries like retail. The challenge was to shift towards a more customer-centric operational model, improve engagement, and increase retention rates.

Approach

We developed a comprehensive customer experience (CX) strategy, working at both the group and country levels. A CX maturity assessment helped identify gaps, and the global strategy was adapted for local implementation in France. Key actions included:

• Mapping customer journeys and creating personas.

• Prioritizing 10 high-impact projects using a structured framework focused on customer and business outcomes.

• Designing tools for industry-specific customization, including a sales kit and partner consultations.

• Creating a customer portal to streamline ordering, delivery tracking, invoicing, and feedback collection.

• Conducting workshops to engage staff and align them with the customer-centric culture.

Result

• Increased Customer Satisfaction: Clear, personalized customer interactions improved overall satisfaction and retention.

• Enhanced Operational Efficiency: Simplified internal processes and better-aligned teams boosted engagement and loyalty.

• Effective Transformation: The company became a trusted partner to its clients, effectively supporting their digital transformation and industry-specific needs.

• Revenue: +9% growth.

• Profitability: +39% increase.

• Customer Acquisition: +13%.

• Churn Rate: Reduced by 37%.

• Customer Satisfaction (NPS): Improved by 110%.