(CX) Customer Experience for technology companies

Industry: Technology

CX Pilots has worked with a broad array of technology companies. Over the years, we’ve parlayed our deep experience with how people behave and form valuable relationships into technology companies. We call it the ‘behavior stack.’

When it comes to enhancing the relationships technology companies have with their employees and customers, innovation plays a big role. Using CX Pilots’ Service Design Thinking along with Empathy Training, we’re helping the world’s largest technology companies move beyond Customer Experience and into new frontiers of the connected and unified human experience. The nucleus of CX innovation will be forged within the technology sector and we feel fortunate that we get to play a role.

WHAT WE DO FOR TECHNOLOGY COMPANIES:

Leadership summits, strategy retreats, executive briefing
Vision, values planning and purpose definition
CX Foundations workshops for executive leadership, managers and employees
CX strategy and CX/EX transformation roadmap
CX readiness model and maturity assessment
Customer feedback program strategy
Qualitative leadership and customer interviews with summary analysis
Customer journey/interaction mapping
Customer persona and segmentation
Customer lifetime value measurement
Define desired customer universe (Ideal Customer Profile)
Executive CX charter
Staff Workflow Innovation Management (S.W.I.M.)
Insight development strategy
Document CX methodologies, processes and operations for governance
Employee engagement program development
Service design innovation
Internal/external CX brand/communications
Measurement/metrics strategy
Sales & marketing CX alignment
CX program design alignment (COO bridge building)
CX program economics alignment (CFO bridge building)

HOW TO GET STARTED WITH CX:

CX vision, values and purpose definition
Outside-In and Inside-Out Foundations workshop for executives and leaders
CX maturity models and readiness assessment
Customer Journey Mapping
CX proof of values (value planning) and proof of concept (program prototyping) development

RELEVANT CASE WORK:

Technology Company Case Study

CHALLENGE:

Help a global technology organization embed the tenets of CX and EX into the company culture and improve global training effectiveness.

SOLUTION:

Worked with company to develop CX management and training program (direct and virtual).
Developed the company’s unique point of view on CX along with CX vision, and purpose statement.
Developed company’s CX strategy and roadmap to gain broad understanding and adoption.
Performed comprehensive CX Readiness Assessment to establish CX maturity baseline and growth objectives.
Facilitated company-wide Customer Empathy Training using CX Pilots’ Customer Interaction Checklist methodology.
Developed and helped deploy enterprise-wide employee engagement program
Harmonized employee recruitment and onboarding approach using tenets of Employee Experience.
Developed CX Governance (within CX Center of Excellence) to sustain momentum around CX/EX.
Facilitated programatic member journey mapping and interaction mapping to isolate points of friction and product/service innovation opportunities.
Redefined company leadership and employee roles, responsibilities and accountability around CX.
Applied CX Pilots’ S.W.I.M. (Staff Workflow Innovation Management) methodology to help company reallocate human resources around priority areas to improve employee and customer experience, and deepen employee engagement—positively impacting performance.

OUTCOME:

Saved the company $14 million in unnecessary training via CX Readiness Assessment
Increased employee engagement by 40%
Converted company NPS ranking into closed-loop NPS system, increased NPS from 58 to 82.
Repositioned company as an Experience-led business
Increased cross-sell/upsell revenues by 22% attributable to CX
Increased overall employee and member empathy capabilities/skillsets for all leadership and member-facing employees
Reduced cost of member acquisition by 18%
Reduced overall cost of marketing by 15%
Created a market share growth attribution model and delivered it via executive dashboard