The flexible, all-in-one CX Program for the new now.

Discover the industry’s most simple and versatile path to an experience-led business

LEARN

1

Better understand customers & employees.

CONVERT

2

Convert that understanding into loyalty and revenue.

MANAGE

3

Measure it, manage it, and drive it into your culture.

95% of B2B companies are now trying to figure out their optimal play in CX. The question is no longer “should we?” The better question is “how should we?”

 

CX Pilots’ has been focused on transitioning B2B organizations into experience-led businesses since 1994 when we encountered our first experience-based project with the Chicago Mercantile Exchange. Since then, we’ve developed one of the deepest and most innovative bodies of knowledge in the industry. If you want to move your company properly into the “experience-economy,” chances are, we’ve helped someone like you succeed in getting there.

1

Early Stage

LEARN

Better understand customers & employees.

STEP ONE: Foundations, Firm Leadership Workshops

Set the right foundations for implementing CX into your company with a two-part leadership workshop.

 

Part one “Looking-In” looks inside the firm (culture, employees, roles, processes, finance, marketing, sales, etc.) to help leadership understand CX from the inside out.

 

Part two “Looking-Out” looks outside the firm (clients, partners, competition, external communications, etc.) to help leadership understand how to compete more effectively through CX.

STEP TWO: Purpose, Vision, Alignment, Value Planning
  • Define CX Purpose and Vision—align to organization
  • CX Readiness and Maturity Assessment
  • Value Planning—an exercise to help firm executives thoroughly understand what value the CX program will create for the firm, its employees, the culture, and the customers or clients
STEP THREE: CX Strategy, Roadmap, and Training
  • Create CX Strategy and Roadmap
  • Train employees on foundational CX and tie actions, outcomes and incentives to individual roles, accountabilities and measures

 

At the end of this stage everyone in the company knows what CX is, why the company is investing in it and how it impacts them on every level.

30 DAY “FAST PATH” ALTERNATIVE

We fit all the Early Stage imperatives into one month.

2

Middle Stage

CONVERT

Convert that understanding into loyalty and revenue.

STEP FOUR: Journey Mapping, Value Delivery and Governance Design
  • Segmentation of prospects, ideal customers and current customers
  • Develop prospect and customer personas  
  • Journey mapping key segments and personas
  • Plot value exchange across journeys
  • Establish operationally-aligned CX Governance
STEP FIVE: Metrics, Feedback Management
  • Define CX Metric strategy aligned to Value exchange approach
  • Define customer feedback strategy, tactical platform decisions
  • Design train and embed closed-loop customer feedback process
STEP SIX: Insight Discovery, Monitoring, Distribution, Action
  • Integrate CX and Marketing functions
  • Learn how to cultivate org-wide insights
  • How to embed Insight into actions through CX-trained teams and culture
  • Train company’s leadership to use CX insights in executive meetings, and key firm decisions
  • Learn how to create insight content distribution methodologies

30 DAY “FAST PATH” ALTERNATIVE

We fit all the Middle Stage imperatives into one month.

3

Late Stage

MANAGE

Measure it, manage it, and drive it into your culture.

STEP SEVEN: Interactions, Experiences, and Outcomes
  • Take customer journey mapping one step deeper by more meticulously scrutinizing each interaction
    for experience enhancements, friction reduction, and innovation opportunities
  • Expand universe of prospect and customer personas
  • Apply to a wider array of prospect and customer journeys (develop a prospect and customer journey atlas)
  • Introduce the concept of customer interaction analytics and how to harness them
STEP EIGHT: Service Design Innovation
  • Comprehensive Design Thinking and Service Design innovation applied to prospect and customer journeys to remodel product and service delivery quality
  • Develop new ways to differentiate
  • Develop new paths to sales and market based on the service design innovations
STEP NINE: Continuous Improvement
  • Define closed-loop continuous improvement cycles along with methodologies and processes to nurture the cycles.
  • The graduation phase. Company has full autonomy to manage its own CX program through the CX Governance structure set up in Step Four.

 

At this point CX Pilots has taught the company everything it needs to manage its own fully-functional CX program. Our next step is to remain on call and do three month check-ins as per contracted.

30 DAY “FAST PATH” ALTERNATIVE

We fit all the Late Stage imperatives into one month.