A global engineering firm gains a 14 points increase in the EX index through a customer experience enhancement program. The program helped the firm bridge the experience gaps by closing the customer feedback loop via specific account-based actions.
Approach

LISTEN
What is the Challenge?
- The client needed a certain degree of customization in their customer service offerings. It was challenging to provide a unique experience to new and existing customers, retain breakaway customers, and improve intervention for achieving customer excellence. This necessitated an in-depth understanding of the customer and the market.

PLAN
Addressing the Challenge
- The team collected customer and internal stakeholder perspectives to design optimal engagement initiatives. By building consensus across stakeholders, a strict 30-60-90-day timeline was implemented. The program assessed the account’s preparedness for the next cycle of customer satisfaction.

ACCELERATE
Actionable Insights
- Deploying a Customer Experience Enhancement Program for streamlining processes from design to closure.
- Identifying both account-specific improvement areas and enterprise-wide initiatives.
- Gathering internal stakeholder views to strengthen the customer experience.
- Revisit action plans for course correction and assess account preparedness for CSAT cycles.
Business Outcomes
