Services

Client relationship design tools strategically power CX outcomes

We provide CX consulting services and tools to help professional services firms close their experience gaps. We’ve designed our services and tools into early, middle and late stages to help firm leaders gain the most from their CX efforts in the shortest timeframes. We help create impactful quick wins and help sustain the momentum of your CX efforts.

Early Stage

These are the most impactful QUICK WINS in CX. Simple, fast, and pragmatic steps to ensure all future efforts are grounded in a foundation to make all future CX efforts more successful. These steps are designed to create momentum.

CX Readiness and Maturity Assessment

Timeframe: 2 – 8 weeks
Difficulty: 1/5
Criticality: 5/5
Prerequisite(s): none
Participants: Whole firm

CX Readiness and Maturity Assessments help you know immediately more about your blindspots and deficits in closing key employee and client experience gaps. We’ve developed the industry’s most comprehensive and effective audit that takes a broad range of measures across 15 dimensions of your client experience ecosystem. Our assessments help you become more successful because they assess firm culture vertically (from C-Level to interns and admins) and horizontally (Finance, Marketing, Business Development, IT, Project Management, HR) to learn how a broader range of people feel about the firm’s experience competencies. Following the Assessment, we provide a full-spectrum analysis and recommendations from the outcomes.

Relevant Resources:

Executive/Leadership Workshop “Setting Foundations of CX”

Timeframe: Half day or 1 day
Difficulty: 0/5
Criticality: 5/5
Prerequisite(s): none, however we recommend the CX Readiness/Maturity Assessment
Participants: Key Leadership, CX Champion, Marketing Lead, Sales Lead, HR Lead, PM/Delivery Lead, Operations Lead

This workshop is the answer to, “How can our leadership get aligned around CX?” Most firms start small and build CX through a coalition by gradually informing their leadership peers on the concrete value of managed CX programs—but they need data and support to tell the right story. In this workshop, we help you tell the right story and help getting firm executives on the same page in a half-day or full day workshop setting. The outcome of this workshop is your firm’s proof of value, proof of concept and time/budget scenarios to accomplish the right CX goals.

Team Workshop “Setting Foundations of CX”

Timeframe: 2 – 5 days
Difficulty: 2/5
Criticality: 4/5
Prerequisite(s): none, however we recommend the CX Readiness/Maturity Assessment
Participants: CX Champion, Marketing manager, Salespeople, PMs/Delivery staff, Account teams

Similar to the Executive/Leadership workshop in format, we take teams through a broader and more intensive program about the process and impacts of firmwide CX. It is common for Leadership to attend this workshop to gain more knowledge of how CX is embedded into cultures. This workshop dives deeper into the 15 dimensions of CX program design and management (i.e.: governance, measurement, feedback/insights, brand/communications, technology/platforms) and seeks to find the firm’s best path to collaboratively engage more people and departments into the work of client experience management. At the end of this workshop, your teams will have a solid understanding of how leading firms manage CX and will have concrete ideas about how to best onboard CX for their unique firm and its culture.

CX Executive In Residence

Timeframe: On-demand
Difficulty: 0/5
Criticality: 3/5
Prerequisite(s): none

CX Executive In Residence is a tailored offering by CX Pilots to embed a CX expert into your firm during early stages of CX. The CX EIR helps advise firms on their most economical and pragmatic approach to develop, embed and manage their CX program toward outcomes that matter.

How long do you need a CX Executive In Residence? It generally correlates to the size of your firm and your ambitions. Typically, you should plan for three days per every 100 employees to get through Early Stage CX.  Firms commonly want access to the CX Executive In Residence for two principal reasons: 1) they are either planning or going through an M&A event; or 2) they need on-demand counsel during key meetings, strategic planning sessions and executive retreats involving the firm’s establishment, alignment and growth of a managed CX program.

CX Purpose, Vision, Mission Alignment

Timeframe: 1 – 2 weeks
Difficulty: 4/5
Criticality: 5/5
Prerequisite(s): CX Readiness/Maturity Assessment
Participants: CEO/President/PIC, Key Leadership, CX Champion, Marketing Lead, Sales Lead, HR Lead, PM/Delivery Lead, Operations Lead

Every firm has a vision and a mission but only a few firms have committed to adding a purpose statement to the vision and mission (V.M.P.). Very few firms have a fully-integrated and aligned V.M.P. that fully encompasses the employee and client experience. This ‘full strategic trajectory stack’ is emerging as a key competitive differentiator in winning, onboarding and successfully managing new clients and talent. This alignment exercise is perfect if adding a new CX initiative on top of an already full docket of initiatives seems overwhelming. We take a “subtractive” approach to slot CX into your firm’s incumbent corporate objectives and V.M.P. The benefit that results—fewer initiatives braided into a tighter and more meaningful purpose that leadership and employees can rally around.

CX Value Planning Workshop

Timeframe: 2 – 3 days
Difficulty: 2/5
Criticality: 5/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment
Participants: CEO/President/PIC, Key Leadership, CX Champion, Marketing Lead, Sales Lead, HR Lead, PM/Delivery Lead, Operations Lead

Think of CX Value Drivers as your firm’s gas pedal and GPS. The top reason CX initiatives fail is due to a lack of meaningful value planning. Many firms don’t manage the risk out of their CX approach. They aren’t sure what, why or how fast when it comes to CX management (CXM or CEM). When your firm knows exactly what value it needs to create and deliver in exchange for your offering, and you know how you are going to design it, build it, measure it, and how fast to go—CX succeeds. In this workshop we bring a library of nearly 200 possible value drivers (i.e.: increased client loyalty, increased market share, reduced client churn, lower cost-to-acquire, lower recruitment costs, etc.) to help you establish the right value driver mix aligned to metrics strategies and risk management to power your CX ambitions.

CX Strategy and Roadmap

Timeframe: 2 – 4 weeks
Difficulty: 4/5
Criticality: 5/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment, 3) CX Value Planning
Participants: CEO/President/PIC, Key Leadership, CX Champion, Marketing Lead, Sales Lead, HR Lead, PM/Delivery Lead, Operations Lead

It is possible to create your CX strategy too early in the process. By first setting the right foundations, your CX strategy and roadmap will include everything it requires to make you successful. Start first by educating more of the firm about the purpose and intent behind CX, align it to your other guiding principles (V.P.M.), plan out the value you’re pursuing then create your CX strategy and roadmap the path to get there. We guide firms to take all the right steps in order to make sure your firm sets the right trajectory and path to get there.

Middle Stage

In this stage we are following the CX Roadmap and beginning to execute on the CX strategy together as a team. The foundations have been set and tied to the firm’s purpose, vision and mission, we all understand the value we’re pursuing and how we’re going to measure and manage it—it’s now time to roll up our sleeves and get to work.

Outcome-Oriented Client Journey Mapping

Timeframe: 2 – 4 weeks
Difficulty: 4/5
Criticality: 5/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment, 3) CX Value Planning
Participants: Key Leadership, CX Champion, Marketing Lead, Sales Lead, HR Lead, PM/Delivery Lead, Client representatives optional (but recommended)

Client Journey Mapping is commonly done with a lack of concrete and actionable foresight about what the firm wants to gain from the exercise. Outcome-Oriented Client Journey Mapping is the first and best opportunity to help your firm wrap its mind around the key interactions, expectations and experiences clients have in the context of your services. We plan your journey mapping with an abundance of forethought about what should come out of the mapping exercise. We start with the following questions, “Which specific client segments and personas should we focus on first and next?”, “Are we mapping current state or future state client journeys?”, and “What do you want to have happen over the long term as a result of mapping these journeys?” Once we know the answers to these questions we can then proceed to mapping for specific outcomes you can use immediately to spot friction, innovation differentiators, and new ways to share accountabilities around your critical moments of truth in the journeys mapped.

Relevant Resources:

Leadership Training on Client-Centricity

Timeframe: 2 – 4 weeks
Difficulty: 4/5
Criticality: 4/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment, 3) CX Value Planning, 4) Outcome-Oriented Client Journey Mapping
Participants: Key Leadership, CX Champion, Marketing Lead, Sales Lead, HR Lead, PM/Delivery Lead, Client representatives optional (but recommended)

This is perhaps one of the most overlooked steps in driving success into a firm’s CX initiative—and is the key to sustaining leadership sponsorship of the firm’s CX. In this step, we walk leadership through the results of the journey maps and illustrate how the outcomes affect the firm’s ability to increase team capabilities to become more client-centric. We carefully isolate key points of service delivery friction and new innovation opportunities and help plan routes to address them. At this point, leadership has a more complete view into potential blindspots and a more meaningful grasp of the mechanisms required to improve the firm’s ability to close expectation-experience gaps. Typically, CX Pilots prints the firm’s Outcome-Oriented Client Journey Maps out on 4’ by 8’ poster boards and hangs them in central locations to help raise the firm’s collective awareness of the journeys from client’s point of view.

CX Governance

Timeframe: 6 – 9 weeks
Difficulty: 5/5
Criticality: 5/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment, 3) CX Value Planning, 4) Outcome-Oriented Client Journey Mapping
Participants: Leadership, CX Champion, Marketing Lead, Sales Lead, HR Lead, PM/Delivery Lead

CX Governance is critical in that it provides a center or nucleus to your firm’s CX efforts and serves as the force that sustains your firm’s CX progress. Governance includes the team’s governance design, CX Culture Charter, Value Drivers, Measurement, Accountability structure, weekly/monthly/quarterly/annual meeting objectives and agendas, prioritized CX project portfolio, reports, and a central location for all CX-related data and insights. We use change management best practices to help each firm design and integrate CX Governance into the organization in a non-invasive way that can be best managed over the long term.

CX Measurement Strategy/Development

Timeframe: 2 – 4 weeks
Difficulty: 5/5
Criticality: 5/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment, 3) CX Value Planning, 4) Outcome-Oriented Client Journey Mapping, 5) CX Governance
Participants: CX Champion, Marketing Lead, Sales Lead, HR Lead, PM/Delivery Lead

CX Measurement’s importance can never be overstated. It is what builds and sustains progress in CX. Our CX Measurement Strategy/Development process is purpose-built around each firm’s value drivers, objectives and measures and is housed within the CX Governance entity. We always counsel our firm clients to begin CX measurement and development with clear and simple metrics that are easily managed and only then graduate to more complex metrics once the firm’s governance is situated and under control. This drives manageability, risk, and predictability which is imperative to keep CX thriving.

Client Empathy Training

Timeframe: 2 – 3 weeks
Difficulty: 2/5
Criticality: 4/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) Outcome-Oriented Client Journey Mapping
Participants: Whole firm

Client Empathy Training with CX Pilots is a powerful, unique and memorable experience. In these sessions we encourage all employees to go through the training to develop a consistent and unified approach to driving deeper empathy into all human connections. These sessions normally change firms in impactful ways. One of the most impactful exercises is to get leadership (the CEO) to share stories about their worst client connections, what they learned, what they’d do differently today, and what they hope everyone can learn from it. In a round-robin approach, everyone develops a far deeper level of understanding and feeling about how the firm wants to treat everyone and how they want to be treated. We then train everyone on the four pillars of empathy using the CX Empathy Checklist (interaction modality, emotional level, logical level, and the enduring impact of triggers and experiences). The outcome is an accumulation of meaningful and contextual stories, a consistent, unified, and firm-wide approach to delivering with empathy to boost the value in every employee and client interaction.

Late Stage

Late Stage CX Management is about the firm reaching “CX cruising altitude.” At this stage, the firm is in advanced stages of managed CX where a culture of trained and enthusiastic people are completely and collectively involved in advanced stages of creating more value for every client, through every interaction, every time.

CX Operations Alignment

Timeframe: 6 – 8 weeks for initial planning, longer-term approach will be plan dependent
Difficulty: 5/5
Criticality: 5/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment, 3) CX Value Planning, 4) CX Governance, 5) CX Measurement Strategy/Development
Participants: CX Champion, Operations Lead, HR Lead

A firm cannot disintegrate or separate CX and Operations—they must be inextricably combined in order for CX to be successful. In order for CX Pilots to help the firm embed the tenets of CX into the firm’s culture, it must be adequately rooted into the firm’s Operations. Every firm is different so we approach this step in a way that best suits them, individually. The imperative is to ensure that the firm’s Operations finds the appropriate points of connection and interdependence and that all aspects of daily Operations are protected and only changed with ‘delicate interventions’ required to help make CX management successful.

Deep Client Interaction Mapping

Timeframe: 4 – 5 weeks
Difficulty: 5/5
Criticality: 5/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment, 3) CX Value Planning, 4) CX Governance, 5) CX Measurement Strategy/Development
Participants: CX Champion, Marketing Team, Sales Team, Account/Delivery Team, Operations Lead, HR Lead, Client Representative (optional, but recommended)

This exercise is our version of ‘Service Design.’ Most of our clients only see the top 15% of the interactions that occur between the client and firm—the other 85% are typically overlooked or taken for granted. The precise things that allow a firm to sustainably differentiate itself and systematically improve all points of service interaction arise from Deep Client Interaction Mapping. This exercise puts the firm’s entire ‘interaction genome’ under a metaphorical MRI and helps teams isolate problems and opportunities at a more atomic level. Significantly more involved than Outcome-Oriented Client Journey Mapping, Deep Client Interaction Mapping seeks to go a level deeper allowing teams to see more. Adjoining this effort is CX Pilots’ proprietary Staff Workflow Innovation Management (S.W.I.M. Methodology) allowing leadership to redesign and reorient resources around newly discovered points of friction, service innovation and opportunities to share accountability along nonlinear client interaction moments of truth. This exercise stands out to our past clients as the most significant of all the work they do to embed CX into their firm cultures because it allows the entire firm to see (and appreciate for the first time) all points of interaction in one printed map.

Onboarding Innovation (New Employees/New Clients)

Timeframe: 3 – 5 weeks
Difficulty: 3/5
Criticality: 4/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment, 2) CX Purpose, Vision, Mission Alignment, 3) CX Governance
Participants: CX Champion, Account/Delivery Team, HR Lead, Client Representative (optional, but recommended)

 

Most of our clients require Onboarding Innovation to drive relevant tenets of CX into client and employee introductions to the firm. We work collaboratively with HR to ensure all relevant aspects of CX are working to measurably improve the onboarding experiences people have with the firm. One of the more counterintuitive and non-conventional approaches we counsel our clients to use is the integration of client representatives into the employee onboarding process. This drives transparency and trust into the equation allowing potential recruits to meet the client first hand and gives the client a say in shaping the team dynamics that make their projects more successful. The outcome of this exercise is a full-spectrum improvement to both the client and employee onboarding process ensuring the relevant aspects of CX are working to enhance the experiences and first impressions people have with the firm.

Employee Engagement/Experience (EE/EX) Programs

Timeframe: variable
Difficulty: 4/5
Criticality: 5/5
Prerequisite(s): 1) CX Readiness/Maturity Assessment
Participants: Leadership, CX Champion, HR Lead

You’ve likely read a lot about Employee Engagement or Employee Experience. We help firms design comprehensive Employee Engagement (EE and/or EX) programs in conjunction with HR leaders and teams. We first deploy a combination of in-person interviews and a firm-wide survey/audit to gather baseline employee sentiments in along a 15-dimension rubric. This gives us the raw data to evaluate where the firm is in engaging their employees where it matters most. Upon completion of the audit, we use business intelligence tools (IBM Watson) to conduct an analysis of the baseline results measured across all 15 dimensions. We then create recommended next steps to increase engagement of employees where it is needed. It is recommended that firms conduct EE/EX audits on an annual basis to measure progress and growth in order to make necessary course corrections if they are needed.