Case Study: HITT Contracting, Inc.

HITT Contracting is one of the largest construction/contracting firms in the US. In 2019 the set aggressive goals to genuinely embrace client experience (CX). In 2020, they selected CX Pilots to help them advance their CX management program to the next level.

 

Among many programs and projects, we focused on:

  • Audit of NPS and client/partner feedback system
  • Establish foundations for extensive client personas and journey mapping
  • Audit existing corporate training and establish new firm-wide corporate training strategy
  • Develop firm purpose and brand promise in alignment with corporate values and brand architecture

Audit NPS and Client
Feedback System

  • Evaluate and map current approach to client and partner feedback collection
  • Redefine strategic approach to gathering all stakeholder feedback
  • Redefine survey questions
  • Establish means to fully utilize client feedback platform technology
NPS System Audit
NPS System Audit
NPS System Recommendations

Client Personas and
Journey Mapping

  • Research client and partner stakeholder groups
  • Facilitate multiple internal outcome-oriented client journey sessions
  • Develop multiple segment-based client personas
  • Design multiple segment-based, outcome-oriented client journey maps
  • Isolate key moments of truth (where the client experience matters most)
  • Isolate key service innovation opportunities (example: enhance the client onboarding experience)
  • Support internal distribution of all personas and journey maps for broad cultural adoption
  • Make recommendations on organizational improvements from client journey maps
  • Make recommendations on internal/external content and communications from client journey maps
  • Make recommendations on ways to measure experience from client journey maps
Pre-mapping preparation
personas for journey mapping
post journey mapping recommendations

Corporate Training Strategy

  • Audit current firm training program
  • Develop recommendations for modernizing training to be more experience-based
  • Re-envision course curriculum into key cores
  • Re-envision course training delivery modes for greater adoption of training
  • Establish new experience-based training course material
CX Training Strategy
CX Training module

Outcomes

While it is still too early in the program to calculate all the outcomes, we can confidently report:

  • Increased firm-wide visibility into their top three client segments through outcome oriented journey mapping
  • Increased knowledge of client sentiments and expectations through comprehensive client personas
  • Knowledge of how to expand their client and partner personas and journey maps, internally
  • A full understanding of how to upgrade their current client/partner voice of client (client feedback system)
  • A full understanding of how to upgrade their corporate training program
  • Aligned Purpose and Brand Promise to corporate brand architecture
  • Deeper leadership and team member engagement in CX