A mid-sized financial services company wanted to focus on the customer experience and increase employee engagement by identifying key roles and functions to be established under the newly formed Chief Customer Office (CCO).
The customer experience job duties and activities were split between marketing and business development, with minimal defined ownership and shared leadership across the organization. Some of the specific challenges they faced included:
RevGen began with conducting internal stakeholder interviews to understand what customer functions and initiatives were being done in different areas across the business. We then partnered with the newly named Chief Customer Officer to define role responsibilities and outline initiatives for a Head of Customer Experience, CX Center of Excellence and CX Ambassador Program. Finally, RevGen created a roadmap that defined three key phases of customer experience organization transformation to ensure future success.
Due to team consolidation in anticipation of a new technology launch, our client’s Agile backlog was a mix of competing priorities from several departments that often had conflicting goals.
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RevGen helped our client design, develop, and deploy a customized performance management platform with the goal of improving overall customer experience through better feedback.
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