The Challenge
The Experience Advisors were engaged to analyze our client’s customer service and experience landscape across four service delivery channels – phone, in-person, email, ambassador network – to improve service operations with actionable, data-driven recommendations.
Our Approach
To achieve these objectives, XA designed and completed several deliverables, including:
- Current State Assessment
- Customer Satisfaction Assessment
- KPI Benchmarking and Recommendation Report
- Maturity Model and Recommendation Report
As an extension of the project, we developed four data-driven customer personas to support future customer experience strategy work and marketing and communications. These personas were informed by primary research, including digital and in-person surveys (2,000+ responses) and 12 customer focus groups conducted by our team.
The Outcome
We delivered a service strategy that provided our client with a foundation to strategically execute incremental and large-scale transformative change through people, process, and technology advancements. Through our recommendations, we are proud to have helped them achieve a unified vision of service delivery excellence with prioritized actions to help them achieve their future state.
