Project/ program/ interim management

Stepping-in for full-time (internal) manager, executive, project, program or transformation leader; includes project and line leadership situations

Timeframe: full-time for defined period

Many organizations recognize the need to enhance customer experience to achieve their strategic growth goals but face challenges in translating customer insights into action. Companies often struggle with fragmented feedback mechanisms, lack of organizational alignment, and difficulty embedding a customer-first mindset across their operations. Additionally, diverse regional operations, IT infrastructure limitations, and cultural resistance can further hinder progress.

Consulting Services Provided

We support organizations in their customer-centric transformation through a structured approach, delivering tangible outcomes across key areas:

Customer Experience Strategy Development

Define a clear roadmap aligning customer experience goals with business objectives.

NPS Implementation & Routine Design

Develop and implement top-down and bottom-up NPS measurement frameworks tailored to frontline and non-frontline teams.

Closed-Loop Feedback System Setup

Establish processes to capture customer feedback, analyze root causes, and drive continuous improvement

Customer Journey Optimization

Identify and harmonize key touchpoints to ensure consistent and high-impact customer interactions.

Stakeholder Engagement & Capability Building

Mobilize employees across all levels through training, workshops, and leadership engagement.

CX Governance and Organization

Design and set up central and local CX teams with clear roles, responsibilities, and accountability structures.

KPI Definition and Performance Tracking

Establish customer satisfaction indices (e.g., NPS, CSAT, CES) as key performance metrics and link them to incentives.

Technology Enablement

Select and implement IT solutions to support NPS data collection, analytics, and reporting.

Cross-Functional Alignment

Facilitate collaboration across departments (sales, service, operations) to drive customer-focused actions.

Scalable Rollout Planning

Develop phased rollout strategies to ensure smooth adoption across multiple countries and business units.

Exemplary Outcomes Achieved

Short-Term (3-6 months)

Piloted NPS routines in selected markets, gathering hundreds of feedback responses.
Mobilized over 1,000 employees and trained NPS champions to drive cultural change.
Developed standardized reporting for performance transparency.

Mid-Term (6-12 months)

Achieved 30-50% NPS improvements in key touchpoints through targeted initiatives.
Established customer feedback routines across 10+ countries, driving structural improvements.
Conducted 45,000+ callbacks, fostering direct customer engagement and problem resolution.

Long-Term (12+ months)

Embedded customer-centricity into business strategy, making NPS a core business KPI.
Created lasting cultural change by integrating customer feedback into daily operations.
Strengthened competitive positioning through improved customer advocacy and loyalty.

Get in touch with us today to discuss your specific situation, and together, we can craft a bespoke solution tailored to your needs and goals.

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