CX Moments that Matter

CASE STUDY

Process optimisation

CX Moments that Matter

CXO2 was engaged as the client was experiencing performance challenges in all channels, which was impacting their ability to deliver on their transformational strategy.

CXO2 completed a 360 Degree Review and Health Check along with Moments that Matter customer journey mapping.

The 360 Degree Review and Health Check provided a comprehensive view of the current state of business operations, both internally and externally, relative to market. This helped identify opportunities for business evolution and enabling transformation.

The Moments that Matter Customer Journey Analysis used a combination of qualitative and quantitative insights to uncover points of friction, inefficiency, and opportunities for improvement in the customer journey across culture (EX), customer (CX), and commercials (cost to serve).

To address the issues, CXO2 provided a clear roadmap of initiatives designed to build stronger foundations complementing the long-term strategic activity along with benefit modelling across EX, CX, and commercials.

10-20%

productivity improvements identified

David Vincent

Ask me about service and process design sprints.

WHAT WE DID

Conducted a 360-degree operational and CX health check across customer, employee, technology, and commercial performance to identify transformation opportunities.

Delivered Moments that Matter customer journey mapping and analysis using qualitative and quantitative insights to uncover friction, inefficiencies, and cost-to-serve impacts.

Developed a strategic roadmap including workforce, onboarding, reporting, and technology optimisation initiatives to strengthen operational foundations and improve customer outcomes.