Creating a Customer-Centric Organization
Get focused on your customer by establishing executive-level ownership of the customer experience
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.
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