A collection of premium CX tools and resources for Customer Experience leaders

What is an X Firm in Architecture?

X Firms are those who have achieved the highest level of client-centricity and are reaping the benefits of CX. How are leading Architecture firms building experience-led brands? How do they re-orient their leadership and cultures to embrace the experience every stakeholder has with the firm? Answer to these questions along with detailed how-to instructions are included in this manual. If you’re just starting or need to reset a protracted CX effort, this is for you.

Building High Performance Cultures of CX

Great minds have said, “culture eats strategy for breakfast.” If there is any truth to that, you want to create the conditions that lead to the strongest, smartest and highest-performing cultures possible. This presentation was given in early 2020 to CXPS20 to help professional services firms address the challenges in building their best cultures. You can also see the video of this virtual presentation on YouTube.

Leading Your Firm’s CX Governance

CX Governance should be set up to operate as the nerve center of your firm’s Client Experience program. This white paper helps firms understand what CX Governance is, how to set it up and what to expect in the process. 

This document helps you understand how to set up a CX Governance team, or cohort, and most everything involved in establishing accountability structures that make CX successful.

CX Governance Candidate Selection Framework

This PPT slide is used by firms to nominate and select the right candidate body or ‘cohort’ to run the CX Governance team. Use this tool in conjunction with the “Leading Your Firm’s CX Governance” white paper to get CX Governance off on the right track.

CX Governance Framework for Professional Services Firms

This document helps firms understand how to set up a CX Governance team. It provides guidance on structure, teaming, cadence, and purpose. Use these tools in conjunction with the “Leading Your Firm’s CX Governance” white paper to get CX Governance off on the right track.

12 Ways CX and Marketing Should Amplify Each Other

This document helps firms understand how the Client Experience and Marketing should co-exist more harmoniously. Inside this document you will find 12 powerful ways to amplify the effects of both the firm’s CX and sales/marketing.

15 Dimensions of Customer Experience Management Poster

This poster defines the 15 areas of management for CX program management professionals and CX leaders within firms. It details Leadership, CX Vision, CX Purpose, CX Culture, CX Program Design, CX Strategy, Employee Engagement, CX Governance, Data, Feedback and Insights, Branded CX, CX Operations, CX Communications, Performance Management, Innovation and IT/Tech and Platforms.

15 Dimensions of CX Maturity

This document is related to the 15 Dimensions of Customer Relationship Management Poster. It defines the 15 areas of management for CX program management professionals and CX leaders within firms. It details Leadership, CX Vision, CX Purpose, CX Culture, CX Program Design, CX Strategy, Employee Engagement, CX Governance, Data, Feedback and Insights, Branded CX, CX Operations, CX Communications, Performance Management, Innovation and IT/Tech and Platforms.

CX Value Driver Framework

The CX Value Driver Framework is used to help create a proof of value in CX. It is a ‘cascading value creation framework’ developed by CX Pilots to significantly increase visibility, predictability and manageability into CX program funding success. This framework is designed to accelerate executive alignment around the enterprise CX imperative and get it funded in the shortest time possible.

Modern CX Engagement Continuum

A slide that demonstrates how we help our clients integrate Marketing’s enterprise content with Sales and CX or Customer Experience Management. This document is typically used to help us illustrate how critical it is to view the buyer experience as a critical point of focus for firm CX leaders who are focusing entirely on post-customer support issues. 

Channel Matrix Workbook

The Channel Matrix Workbook is a tool (MS Excel) that helps Marketing, Sales, and CX teams so that they can align around customer journey based content. With channels down the vertical side and journey stages along the horizontal side, teams can collaborate about what content assets and asset types will be most valuable to customers. Simple as that.  Of all the tools CX Pilots has created, this one, by far is a client favorite! 

Dormant Customer Outreach Strategy White Paper

Every company has a segment of customers that, for one reason or another, represents the least allegiant among their segments. They are either one-time buyers or long-time customers who’ve gone dormant for any number of reasons. Getting value insights from this segment is crucial. However, there are a host of challenges in getting this segment to provide the time and attention, to put energy into improving your brand. We examine this so that you can find ways to improve your CX from formant segments.

Client Experience Workshop for Professional Services

The Client Experience Workshop for Professional Services eBook helps people understand how to create and manage comprehensive CX programs. In this e-Book, we thoroughly detail the difference between Customer Experience and Client Experience; how to set up and manage a Client Experience program; how to do client journey mapping for professional services; and how to manage governance for CX in accounting, legal, AEC and other professional services industries.

If you are an executive who requires measurable returns from your Client Experience efforts or you directly manage client experience inside your professional services organization, you will find value in the resources, ideas and tools packed into this eBook.

Is Your CX Management Maturity Assessment Flawed?

Ever hear the carpenter’s mantra, “measure twice, cut once’?

In 2017, one of the largest global investment banks performed a CX maturity assessment, developed their CX strategy and funded it according to the outcome of the assessment, and got to work. A full year later, in mid 2018, after funneling resources to power up their assessment-based strategy, their CX scores along all dimensions assessed had either remained static or dropped. The problem was their CX assessment used the perspectives of the wrong people and measured the wrong things (inputs) forcing them to work on the wrong dimensions (outputs) out of sync with what their customers valued in their banking expectations.  $18 million and a year later, they realized their mistake as their market share shrank by 4%.  In this white paper we illustrate how to measure CX management effectively.

How CX Insights Can Attract Ideal Clients

Most firms overlook the opportunities to use CX to create insights that attract ideal clients.

CX Pilots created a program that merges three powerful activities into an ideal client magnet. We joined three pilots (ideal client profiling, client segmentation and insights creation) into one program that is designed to get the attention of your firm’s most ideal clients. In this document we reveal the “interest graph” along with the four-step process to cultivate the insights that create this attraction.