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People who are doing the hard work of managing their firm’s CX efforts, trying to move services and support and customer satisfaction projects forward, seem to be looking at CX way too narrowly. There is a way to Zen yourself out of this and start changing your mindset. ...
How to be a CXO. A CX leader's user manual for making CX successful in any company....
The scary reality is, many B2B companies (especially professional services firms) unknowingly use the same approach as an online retailer or a car dealership or a mid-market hotel chain....
Top Ten Reasons
DIFFERENTIATION: ensure systematically better client interactions to increase experience-based competitiveness
REVENUE: improve their bottom line by improving their client relationships
SERVICE REDESIGN: identify and manage service delivery innovation opportunities along client journeys
CLIENT JOURNEY MAPPING: map client interactions and journeys for key client segments
IMPROVE CX SKILLS: improve skill sets, learn about emerging trends, train leadership and teams about CX
EMPATHY TRAINING: learn how to harmonize partnerships and to increase affinity
ACCOUNTABILITY DESIGN: modernize roles, responsibilities and accountability around experience delivery
MEASUREMENT: redefine measurement and metrics to reflect firm’s new experience-led approach
NPS: move from basic NPS ranking to systematic, loop-closing feedback-based methodologies to enhance outcomes like NPS
CULTURE: determine how to best embed CX into purposeful cultures, create momentum and increase accountability
“We partnered with CX Pilots to deliver our company’s first robust set of personas and journey maps in order to gain deeper customer insights, drive a customer-centric culture and spur innovation leading to a differentiated customer experience. They listened to our goals and challenges and worked tirelessly to help us deliver a finished product that helps us to attain our goals. I would absolutely work with CX Pilots in the future and feel confident referring them to others. They have a deep knowledge of the B2B space, insurance experience, a drive to make their customer happy and are great, smart people to be around!”
-Tim Schroeder, President, Neumann Monson Architects
“With the development of a robust Client Experience program as our top strategic priority, we sought out the best possible partner to help us reach our goals. We found in CX Pilots a team that aligned with our values and had the resolve to maintain an aggressive pace. CX Pilots challenged us and evolved our wisdom, empathy and CX capabilities. They enabled us to build a customized toolbox we could take forward and put into action with immediate results.“
-Erika Martin, Director, Customer Experience at Genworth Mortgage Insurance
