Key Objectives
- Change brand perception
- Render CX a source of competitive advantage for the company
- Establish the foundations of a virtuous cycle of continuous improvement
Our Approach
- The first step was the development of a holistic and commonly accepted vision around the Signature WH Customer Experience
- This was followed by the breakdown of the CX vision into a system of cascading KPI’s which were defined, measured, and targeted
- Through the KPI system and synthesis of additional inputs a number of pain areas emerged
- For each pain area, we performed a deep-dive to fully map root causes; dozens of different projects were designed and monitored to address pain points and root causes mainly focusing on customer care and sales channels
- Specifically for customer care, the objectives of a few key projects were to maximize First Contact Resolution in customer care and minimize MTTR for the back office through operational re-design
Impact for our Client
- Performance in CX KPI’s improved by an overall 40% in a period of 12 months
- Through the six different work-streams that emerged via the pain point analysis, more than 100 projects were set in motion
- A company-wide people program (consisting of both communication and training elements) that switched mindsets around the company regarding CX
Program Workstreams
Evolution of CX KPI Composite Index throughout Program
