Sometimes our Customer Experience needs a boost, often when external factors create additional needs and expectations. A CX Project boosts your business when customers are less happy than they once were. Learn about CX while delivering tangible benefits with a CX Project.

• Improved Customer Experience, measured through the impact on CX metrics. Clients often use Customer Satisfaction, Customer Effort Score or NPS.
• Readiness to see the impact on key business metrics. For example, retention, employee engagement and cost of sales, and performance metrics, such as revenue.
• A greater understanding of Customer Experience and enthusiasm to grow by delighting your customers.

During a planning phase, we find the right team and toolset to meet your needs. We could use Voice of the Customer, Customer Journey Mapping or Value Propositions. We also agree how to show the value and ROI of your CX Project.

Then we use data and employee knowledge to understand your customers. We explore their needs and what they think and feel about your Customer Experience.

We employ Change and Project Management to change your products, services or touchpoints. Often finding more opportunities to engage employees, remove waste from process and delight customers.

In our last stage, we maximise your Return on Investment and show the benefits of your CX Project.

CX Projects can include:

• Using data to explain customer perceptions to the wider business.
• Change and Project Management.
• Group and individual coaching.
• Cross-functional activities to maximise project benefits and customer centred thinking.

Senior level commitment to provide resource and introduce changes.

Visible support, including two-way communications and resolution of concerns / risk.

Project governance and escalation – reporting of progress and support for your people.

We will

• Build a project which is right for your needs and skills.
• Coach your team in Customer Experience, and Change and Project Management.
• Deliver an agreed scope of work, show benefits and document further opportunities.

A completed project that delivers an enhanced customer experience and business value.

A report outlining additional opportunities to enhance CX and embed Customer Experience Management.

Network Units enable complete flexibility around any engagement. When using Network Units, clients can swap and change delivery experts, scope and duration of engagements in a frictionless manner with very little notice, in line with the quantity of Network Units purchased. Network Units can be purchased in blocks of any size and at any time and are billed in full at point of purchase.

Project based engagements operate on the basis of agreeing work and any outcomes or milestones for delivery in advance of commencement of any engagement in a ‘Statement of Work’. Prices are fixed for the agreed deliverables and should changes be required, these may incur changes to delivery costs. Payment for Project Based Engagements are agreed on a case-by-case basis, giving consideration to risk, contract value, client payment history, relationship longevity and duration.

• customer experience
• Business Change Management & Communication
• Project Management
• Benefits Management

• Aerospace and Defence
• Asset and Wealth Management
• Automotive
• Banking and Capital Markets
• Business Services
• Capital Projects and Infrastructure
• Charities
• Insurance
• Chemicals
• Education
• Engineering and Construction
• Financial Services
• Forest, Paper and Packaging
• Government and Public Services
• Healthcare
• Hospitality and Leisure
• Manufacturing
• Media and Entertainment
• Mining and Metals
• Oil and Gas
• Pharmaceutical and Life Sciences
• Power and Utilities
• Private Equity
• Real Estate
• Retail and Consumer
• Technology
• Telecommunications
• Transport and Logistics