Align and Define
Your CX
Move your business and teams towards a more collaborative and customer-focused way of work.
You understand that meeting your customers’ expectations is essential to business growth, but…

Not sure where to start on your customer experience journey?
Not having a clearly defined CX purpose, plan and strategy and taking a haphazard approach to managing CX leads to a lack of consistency and poor experiences.
Do your teams have the support and resources they need to be more customer-centric?
The internal operations, capabilities, structure and processes of your organization directly impact the experiences your team delivers and their willingness to buy-in to CX oriented changes.
Are all of your teams running in different directions?
Competing goals among different teams creates silos, and impacts overall results. You have to know where you are to accurately map the path to where you want to go as a team!
Are you creating experiences from your employees’ and customers’ perspectives?
Perceptual alignment is key in developing an experience that works for your customers and employees alike. Their perception is reality.

Our Align & Define service will springboard your journey to better CX & EX.
Ready to get your business moving towards meeting and exceeding expectations? You’ll get:
Clarity, alignment & buy-in across the organization
Get your teams working towards the same goal with a strong foundation and a ‘North Star’. Your teams will have a newfound appreciation for each other’s role with better collaboration to deliver to each other, and to the customer.
A shift in culture: More customer-focused
Equipped team members that understand the importance of customer experiences and are part of designing the road map ahead, are the start of a bigger culture-shift.
A grasp of your business’ level of readiness to deliver on CX
Knowledge is power. You will have a clear pulse on where your business stands as it relates to customer and employee experiences.
How did it come to life for our clients?
After operating for several years with a focus on internal perspectives, the client recognized the importance of understanding and meeting their customers’ actual needs. They wanted to bring the truth to life; discover what customers actually need, and to learn how ready they are to deliver on them.
WHAT WE DID:
Developed a CX Culture Framework as the springboard for the strategy.
We brought over 55% of the entire employee base (6 lines of business and 9 teams) together to define what CX meant to the organization. This definition was brought to life with a supporting Purpose, Promise, Principles, and Behaviors - 150+ actions to kickstart the program.
A pulse check on the current state of the customers’ experience
We surveyed a sample of the customer base and developed a baseline of the current state of CX in the organization from the customer’s perspective.
Conducted a Customer Centricity Analysis and produced a baseline score
We reached out to every employee across the organization (over 300), to assess their level of CX maturity; how customer centric they are based on their employees perception.

THE DIFFERENCE IT MADE
The client is Empowering CX Ownership: Clear Strategy, Roadmap, and Impact Measurement
The client appointed a Head of CX to own the customer experience across the organization on the foundation of exco’s framework, strategy and roadmap. Teams are actively improving CX and collaborating to drive better customer experiences company wide.
The client is driving CX success with baseline metrics for the first time
Through team workshops and customer feedback analysis, we identified over 100 opportunities for evaluation. We highlighted those opportunities alongside their respective pain points, and that helped the client stand out in the market.
The client had a clear understanding of their level of CX Maturity supported by a roadmap to climb the ladder!
The client worked diligently towards improving their customer-centricity by implementing over 35 actions derived from exco’s analysis. The results, a 9-point increase from their assessment in the previous year, a testament at the dedication to keep the customer to the centre of the business.