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May 2, 2024
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The Indispensable Link Between Exceptional Employee Experience and Customer Experience Strategies

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A municipal transit organization
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A municipal transit organization

The Experience Advisors were engaged to analyze our client’s customer service and experience landscape across four service delivery channels – phone, in-person, email, ambassador network – to improve service operations with actionable, data-driven recommendations.

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A national membership organization
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A national membership organization

Our client faced rising competition and a membership base that was changing faster than its messaging. Leadership suspected its brand no longer matched who its audiences were or what they valued, but had no current data to act on, and a rebrand investment was on the line.

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A provincial Crown corporation
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A provincial Crown corporation

Our client knew customer satisfaction was slipping but could not see why. Feedback was scattered across phone, in-person, web, and email, with no consistent way to measure it or compare channels. Leadership needed one trusted view of the customer experience, refreshed often enough to act on.

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