We Make People in the CX Role More Successful
Hello. We’re a Raleigh, NC-based, Client Experience Management boutique. We help companies design and manage CX programs. We do this by helping modernize their sales, marketing and operations to compete on the basis of better overall client experience delivery. Through the right delicate interventions, we find and address gaps in how our clients retain and grow revenue from better client relationships. This increases bottom line performance and staff engagement while converting more of your clients into enthusiastic, long-term advocates.  
Services
CXPilots Customer Experience Workshops

We offer workshops and design hands-on seminars to help our clients gain wide support for Client Experience (CX) and Client Success programs and to create cultures and methods of accountability.

CXPilots Customer Experience Program Evaluations

We design CX Program evaluations that help our clients to better understand how well their current CX programs are working and to pinpoint the areas where they most need to improve.

CXPilots Customer Experience Consulting

We custom-design simple, effective Client Experience Management Program strategies and program support options that yield Client Experience improvements, revenue growth, and deeper staff engagement.

Philosophy

Our philosophy is rooted in a few simple tenets.

FINDING YOUR NORTH STAR

We know that each organization has unique challenges. Our goal is to help each client to define program goals specific to their organization and to figure out the most pragmatic way to meet those goals.

MANAGING IMPACTS

Client Experience Programs often lead to changes in service delivery behavior and use of new data, systems and content. Knowing that up front helps organizations plan for, design and implement stronger solutions in fewer weeks.

EXECUTION

It's not enough to create a smart diagnosis and prescription. We understand that it takes the right operational plans and coalitions inside the organization to execute a successful program.

COMMUNICATION

Too often, these programs are incubated in the dark and released to the surprise of many who should have been involved at earlier stages. This is remedied with an internal content and communications strategy to increase engagement and support.

EMPLOYEE ENGAGEMENT

Employees have 80% of the front-line responsibility for making CX changes effective. We believe this is the most critical factor in making any program successful. Empowering employees will improve customer experience.

SIMPLIFICATION

The most successful programs are always the simple ones. We start small, where the controls are more manageable. Only then do we carefully work to expand on our successes.

About Us
CXO Handbook

Client Experience has changed the way companies do business; we’re changing the way companies do Client Experience. CX Pilots is a new voice and approach to client experience management born out of listening to CX Program leaders and managers across the globe. We address inefficient internal processes, tracking and reporting the right client experience metrics, and help CX leaders create alignment across internal teams who want to know their clients better while reducing risk and cost and quickly gain program momentum around the right priorities.

CX Pilots Clients
Tools

Our novel approach includes two tools:

CXPilots Customer Experience Flight Check

A simple diagnostic of your current CX programs to pinpoint where you need to focus resources and change energy.

CXPilots Customer Experience Compass

A simple directional tool for outlining the right “flight path” to achieve the greatest gains in the shortest amount of time.

Insights

The human side. A steady stream of insights and stories can be found here. You can access the growing library of podcasts here and the full archive here.

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