CASE STUDY

Driving Experience Excellence Through Cultural Transformation

Industry:
Financial Services
Solution:
Cultural & Organizational Readiness

Problem Statement:

A Chief Experience Officer needed help advancing strategic CX priorities but lacked the necessary talent to drive these initiatives. The organization required new thinking and resources to overcome limitations and move forward with critical projects.

Our Approach:

Cortico-X conducted a comprehensive evaluation of the organization’s CX program, focusing on aligning capabilities, tools, and cultural readiness with strategic goals. We developed a tailored plan to enhance collaboration, integration, and strategic execution across departments.

Launched

a cross-functional CX Advisory Group to foster collaboration and coordinated ownership of initiatives.

Initiated

a branded experience initiative to define and align organizational behaviors with customer expectations.

Evaluated

the organization’s CX program and created an integrated maturity map and a case for change.

Developed

a partner integration plan to align CX capabilities with broader business goals

Established

Design as a Practice (DaaP) to scale service design without increasing headcount.

Results:

By strategically aligning organizational and cultural readiness with CX priorities, the client achieved significant improvements in customer satisfaction, operational efficiency, and internal collaboration

  • Strategic Impact: The organization successfully advanced key CX initiatives, resulting in a 20% increase in customer satisfaction scores and a 15% improvement in employee engagement.
  • Operational Efficiency: The Design as a Practice (DaaP) initiative led to a 25% reduction in time-to-market for new service offerings.
  • Cultural Shift: The cross-functional CX Advisory Group fostered a 30% increase in cross-departmental collaboration, driving more cohesive and innovative solutions.
  • Recognition: The CX team won the organization’s Chairman’s Award for the most impactful team of the year.

This success story demonstrates the power of organizational and cultural readiness in driving CX excellence and achieving strategic breakthroughs.

How Can

We Help You?

If your organization is ready to elevate its CX strategy through tailored solutions that drive operational excellence and cultural alignment, Cortico-X is here to help. Our expertise in aligning organizational priorities with customer experience goals has proven to deliver measurable results, from increased customer satisfaction to enhanced operational efficiency. Reach out to Cortico-X today to discover how we can support your journey to CX excellence and long-term success

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© 2024 Acquis Consulting Group L.L.C

HOME
WHO WE ARE
HOW WE HELP
CAREERS

299 Broadway
Suite 1200
New York, NY 10097

212.609.2700
cortico-x@acquisconsulting.com

GET IN TOUCH
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Problem
A major health provider embarked on an ambitious journey to uplift the voice of their employees and embed the patient experience into its culture and operating model. In order to more meaningfully achieve their goals, leaders knew they needed to get closer to the frontline experience and more intimately understand the challenges faced by employees each day.
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