DECEMBER 2022CIOAPPLICATIONS.COM 19The system helps ensure that Experience Management and the customer perspective gets is understood and gets embedded in all parts of the organization, enabling organizations to systematically profit, grow, and differentiate, using customer experience to do so.How McorpCX Stands OutMany factors differentiate us from our competitors, but the most important is that over our two decades of helping drive business results using customer experience as the lever, we've learned what it takes to make customer experience "real" in an organization. Nearly everyone believes that customer experience is important, but many have a hard time executing and proving value from it. We help them do exactly that, in predictable scalable ways. We also recognize that experience improvement is a team sport--collaboration and change management are crucial. For instance, we're working with a global life sciences company now, alongside a global consulting firm who are their partners in organizational design, and another responsible for digital transformation. This is in addition to the leading technology vendor responsible for building their services platform. Our job is to help ensure everyone's working together with a shared vision of experience, while laser focused on the needs of their audiences. Serving a Broad Range of ClientsThough we work across industries, the majority of our focus is in industries with the potential to be seen as commodities by their customers, like insurance and banking. Or in industries where customer and employee experience can create competitive "moats" in highly competitive markets like technology, retail, and life sciences. We have a B2B client in the insurance industry that is pivoting to a customer-centric approach from an 80-year focus on product excellence. The major challenge they face is gauging market shifts and changing customer priorities. We helped develop strategies to guide employee accountability and actions for meeting customer needs, focusing on people, processes, data, and technology to bring the required experiences to life. They've been executing on this for around five years, and it has been key to their growth from $3.5 billion to $5 billion.Another client, a training and certification division of a multi-billion-dollar global technology group was looking to leverage experience to better engage with a broad ecosystem of customers as well as partners, trainers, influencers, and others. We helped set strategy, developed a customer experience center of excellence, and an organizational framework to enable them to consistently develop improved experiences. As a result, they reduced operating costs by 10 percent, expedited time-to-market from 90 days to 7, and doubled satisfaction. The Role of CIOs in Experience ManagementWe believe that CIOs are uniquely positioned. Their ability to bridge the technology gap to help transform customer experience is more important than ever, as CX becomes an end-to-end concern and technology and data become ever more critical elements of "getting CX right." Though the focus on customer experience presents a challenge to siloed organizations, it also provides an opportunity for IT leaders. As the only group with end-to-end visibility of customer-related data and digital interactions, IT is a natural partner to help CX teams address customer interactions more holistically. We believe that CIOs are in a unique position to improve customer experience from the customer's and the business' perspective and to optimize the data, technology, processes, and systems that deliver it. While not as common as parts of organizations, some of our largest and most successful client partnerships were initiated by the CIOs and Digital leaders who brought us in. We help organizations enhance their customer-centricity by building powerful experience management capabilities, improving experiences with proven tools and frameworks, and assisting them in better listening to and understanding their customers' voice--and taking action on what they learn
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