SIMPLIFYING THE PATH TO
EXPERIENCE-LED BUSINESS
An experience-led business is an organization that has begun their journey to become customer-centric. They’ve committed time, people and resources to compete on the basis of their customer or client experience (CX). Experience-led businesses have actively defined their point of view on CX for their firms, mapping their unique point of view on client journeys and find productive ways to engage their employees and staff deeper into the client’s experience. This is critical for CX (Client Experience) in Professional Services in 2020.
You get what you design for-what are you designed for?
Evolving Relevance
Journeys
Empathy
Memory
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 ASSESSMENT: determine where the firm is currently on their path toward experience-based approaches
Partnership Style
1
TEACH
we design and deliver experience-based workshops and training resources to increase skill sets and provide support for firms who are already self-sufficient
2
ADVISE
we operate as consulting advisors to define each firm’s unique, experience-led pathway working alongside leaders and teams through planned execution, support and governance models
3
EMBED
we are in the firm’s office and become part of the team through successive three-month sprints to help accelerate experience-led business objectives and outcomes
“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!”
-Erika Martin, Director, Customer Experience at Genworth Mortgage Insurance
“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.“
-Tim Schroeder, President, Neumann Monson Architects
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