CASE STUDY

Customer Experience Strategy

Air Conditioning

Customer Research, Journey Mapping, and Segmentation

Opportunity

This industrial conglomerate was sitting at an inflection point where new operating models, digital tech, and practices were reshaping its industry, all accelerated by a global pandemic. Worse yet, the client didn’t have a direct relationship with its customers, leading to market disintermediation by retailers and 3rd Parties. Digital disruption and new market entrants were also putting pressure on it to reduce costs, improve customer experiences, and increase its margins. Lastly, the client was overly reliant on marketing agencies to solve its digital needs and lacked the optionality and flexibility internally to drive Customer Experience (CX) in a new business to consumer (B2C) channel.

Approach

We were engaged to build, operate, and transfer (BOT) a CX strategy and delivery organization to transform its end-to-end consumer and commercial CX by developing a unified, end-to-end “One CX” across its brands. Enabling; new direct to consumer business channels, product innovations, revenue models, improved customer satisfaction, decreasing reliance on agencies, better time to market, and decreasing its risks of developing a CX organization on its own.

Results
  • Strategy & Framework for Delivering Improved Customer Lifetime Value
  • Customer, Colleague, & Partner Personas
  • CX Journeys and Service Blueprint
  • Market Differentiation
Opportunity

This industrial conglomerate was sitting at an inflection point where new operating models, digital tech, and practices were reshaping its industry, all accelerated by a global pandemic. Worse yet, the client didn’t have a direct relationship with its customers, leading to market disintermediation by retailers and 3rd Parties. Digital disruption and new market entrants were also putting pressure on it to reduce costs, improve customer experiences, and increase its margins. Lastly, the client was overly reliant on marketing agencies to solve its digital needs and lacked the optionality and flexibility internally to drive Customer Experience (CX) in a new business to consumer (B2C) channel.

Approach

We were engaged to build, operate, and transfer (BOT) a CX strategy and delivery organization to transform its end-to-end consumer and commercial CX by developing a unified, end-to-end “One CX” across its brands. Enabling; new direct to consumer business channels, product innovations, revenue models, improved customer satisfaction, decreasing reliance on agencies, better time to market, and decreasing its risks of developing a CX organization on its own.

Results
  • Strategy & Framework for Delivering Improved Customer Lifetime Value
  • Customer, Colleague, & Partner Personas
  • CX Journeys and Service Blueprint
  • Market Differentiation

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