For a mid-sized UK merchant bank, partnered with TribeCX, a global CX consultancy, to set the foundation for customer experience strategy by conducting a CX maturity assessment identifying strengths and opportunities based on internal perspectives and external benchmarks for what good looks like.
Based on employee and customer research and competitor assessment, defined starting point for CX roadmap. Recommendations shaped strategy effort focusing on uniting seven diverse, siloed businesses to develop a CX North Star, including an implementation roadmap, metrics, milestones, and governance.
Assessed CX metrics across all business units, leading to improvements in external reporting and development of upgraded management metrics linking CX investments to business impact to demonstrate the value of CX to stakeholders and assure investment prioritization.
Challenge
Enterprise created through multiple acquisitions lacked a coherent customer experience North Star, metrics, tools, capabilities, and processes to achieve and demonstrate business impact.
Path
Through a sprint-based approach engaged business unit stakeholders to develop a common North Star, roadmap, and metrics with freedom within the framework to adapt to each business unit’s unique needs
Results
- The CX conversation has been elevated to the boardroom, with active sponsorship
- CX stakeholders have a metrics framework to demonstrate business value
- Organization is energized to pursue implementation
- Business units are leveraging and learning from each other, accelerating change
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Amy Radin's views on innovation became my team’s manifesto.
She inspires you to keep the momentum while laying out the steps needed to move through the inevitable resistance you’ll face. She is an invaluable resource to teams with a bold agenda.
David Edelman
Senior Lecturer, Harvard Business School; Former Chief Marketing Officer, Aetna