Empower and Elevate Your Teams
Don’t leave success with your CX to chance. Ensure that it’s being carefully planned, executed, measured and managed.
You’re seeing the possible benefits from a CX team operating within your company, but…

Do you understand what an experienced based way of working looks like for your business?
A lack of understanding of where the CX team fits within your organization, their roles and how they should operate will negatively impact your CX Strategy.
Are you left with a pile of ideas and problems but struggle to manage and execute?
Sporadic actions, disjointed initiatives and misaligned objectives can have your teams feeling overwhelmed and as though they are swimming upstream.
Are you wasting rich customer data?
You may already have lots to work with, but your existing data means nothing if you’re not extracting insights and actions to improve the CX you deliver.
Does your CX team understand how to implement and sustain a CX program?
If implementing CX strategies is a once per year project for your CX team then sustaining great experiences that reap consistent results would be difficult.

Our Empower & Elevate service will equip your teams with the tools to elevate the experiences they deliver to one another and to your customers
What will your business gain from our CX Coaching and Mentorship?
Celebrating CX Successes & Wins
Learn the art of storytelling. Celebrating and tying CX initiatives to bottom line success is not always a straight line, your teams will elevate their skills in telling the CX story and tying it to tangible results.
Support from CX experts, every step of the way
Continuous support and guidance from exco, when and where it is needed. Having access to a team of experts who feel like an extension of your own team will make all the difference.
Empowered team ownership of the experiences your business delivers
CX coaching plays a vital role in cultivating a customer-centric culture. Your teams will feel empowered with the right skills and tools , ensuring that every customer interaction is a memorable one.
How did it come to life for our clients?
After auditing the existing experience and designing the ideal experience it was time to execute! Using a hybrid agile and coaching approach, we worked hand in hand with our client’s CX Champion team to bring the strategy and its elements to life.
WHAT WE DID:
Executed actions to fix key moments along the customer’s journey
We embedded ourselves into the organization to execute key actions alongside team members by providing hands on coaching, and implementation.
Created an entire team of Customer Journey Mappers.
We empowered team members to independently Customer Journey Map using Exco’s methodology for future success.
Developed an onboarding program for CX resources
Customer Experience cannot be everything to everyone. exco worked to clearly define an onboarding program that included a detailed understanding of each departments role in the experience being delivered.

THE DIFFERENCE IT MADE
52+ Team members engaged
120+ hours of hands on CX coaching, workshops and interviews involving 52+ team members to drive CX change in the organization.
55+ actions identified
Insights were turned into tangible actions: 9 actions executed in the first 4 weeks, with 30 in the pipeline to continue to CX success.
Job security for the next 3 years
A clear roadmap, objectives and metrics for coming financial year allowed the CX team to show the positive impact it will have to the organization.