Case Study

Customer Experience (CX)

Customer Experience

For a middle market merchant bank, set the foundation for customer experience strategy by conducting a CX maturity assessment identifying strengths and opportunities based on internal perspectives and external benchmarks. 

Based on employee and customer research and competitor assessment, defined starting point for CX vision and roadmap. Recommendations shaped strategy effort focusing on aligning 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, demonstrating the value of internal alignment to a common CX vision, and improving internal collaboration and sharing of best practices and learning.

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 was elevated to the boardroom, with active sponsorship
  • CX stakeholders gained a metrics framework to demonstrate business value and mitigate regulatory risk
  • Organization was energized to pursue implementation
  • Business units leveraged and learned from each other, accelerating change
  • All-colleague and project team experiential learning programs were developed to scale impact and ensure implementation of deliver the CX north star across all lines of business.
Customer Experience

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