Many companies defined success based on the products and services they provided. However, as the world becomes more digital and markets become more competitive, companies tend to rise and fall based on how well they retain and acquire customers through customer experience (CX).
By prioritizing a customer-centric approach, businesses can gain more traffic and generate more sales. But the shift from a traditional product-to-customer mindset to one that sees the world through the customer’s eyes is difficult to integrate.
That’s why we chose Chapel Hill as our base. CX pilot is dedicated to helping B2B professional services companies, including law, accounting, financial services, and engineering firms, “bring the humanity back to their brands.” As one of the world’s leading end-to-end customer experience management (CEM) consulting firms, our mission is to help organizations grow by becoming visibly human-centric in every aspect.
And now, like many consultancies before us, we are transitioning to offering software-based technology products to further expand our reach to more companies. Think of this as a startup within a consulting firm.
Based on the numbers we achieve, CX Pilots demonstrates our commitment to ensuring the success of our human-centered approach. They have generated more than $900 million in value for clients such as CIBC, JP Morgan & Chase, IBM, and Google. They completed 40 CX transformations and completed over 400 projects while conducting over 300,000 customer surveys for him.
Still, companies have been slow to adopt CX strategies because it’s difficult to reframe traditional thinking, according to Stephen Keith, founder and CEO of CX Pilots.Understanding customer needs and expectations can be hindered This is due to lack of customer data, time constraints, and high costs.
That’s where CX Pilots’ new technology-enabled roadmap can help.
If a company is considering pivoting their business, CX Pilots works with them to analyze assessment diagnostic benchmarks, create a CX/business journey map, and implement strategies to keep up with that map. We will support you.
Initial evaluations reflect the work of CX Pilots. CX Pilots interact with customers, internal stakeholders, and management and board members to determine what needs to change within the organization from a customer and employee perspective. Their traditional approach was through a survey collection mode where they physically go out and talk to people, but now they can do all of these processes by sending out surveys digitally and getting results almost instantly. into a scalable stack.
We then collect those inputs and put them into a technology stack where someone can log in to see the company’s current approach, break it down by department, and figure out how to create a common understanding for the organization to focus more on. created. Focus on the customer and their experience. After creating this “on the same page” approach for all departments, develop a strategy for what needs to be addressed and what needs to change.
CX Pilots currently offers three forms of engagement for organizations to choose from: Essentials, Foundation, and Traditional Consulting.
Traditional consulting is something CX Pilots already offers, but it’s difficult for CX Pilots to scale because it can be expensive for customers and requires hands-on talent. Foundations is a new hybrid model for midsize businesses where CX Pilots provides all possible support through scalable technology, but also provides non-technology services. Essentials is a complete self-service technology stack with no CX consultant involvement.
As Joe Bell, chief marketing officer (CMO) at CX Pilots, collects more data from traditional analytics and consulting firms, he is discovering typical pain points and areas of focus for specific organizations. I said I wanted to come up with a holistic solution so I could look at certain areas. So they started experimenting with AI models to predict strategy and data.
“We wanted to come up with a schema to transform all of our previous work into something that is inherently scalable and that the system can interpret and produce results,” Bell said. “With AI, we can predict things like customer churn and release machine learning models based on customer data. It goes beyond what was previously thought possible.”
CX Pilots plans to launch new technology products at the end of the first quarter. Although not fully available yet, Bell said his team is excited to begin implementing his AI and technology to bring a more human-centered approach to more large companies.
“Our mission is to transform business so that companies care about people, and we can’t accomplish that mission without technology,” Bell said. “CX consulting firms have traditionally not been very tech-enabled. The usual technical components of CX consist of customer feedback systems, but we are looking to take it beyond just data collection and provide the same value as the world’s best CX consultants. It’s truly an adventure, and that’s something that really motivates me and makes me proud that we’re taking this company to the next level.”