Our advisory offerings are powerful engagements that help clients take Experience Management to the next level. Together, we can chart a path toward a best-in-class, automated, and sustainable XM program.
The Approach
During the Program Health Assessment for a global financial services firm, the commonFont team found that only 23% of their customers were actively engaged with the CX measurement program. We found several variables that could be impacted by and associated with low engagement:
- The value and actionability of the data they were collecting
- Dashboard and reporting design
- Missed opportunities for training and coaching their team
The Results
Marrying audit learnings with program goals shared by the client, the commonFont team created a strategy and a game plan to help our client move the needle on customer engagement.
Through our advisory services offering, we helped our client recognize and document the current state of their CX platforms and programs to identify opportunities for improvement, optimization, and innovation. With a clear vision established, we charted the path forward for our client to capitalize on opportunities to reach their customers in critical moments of their journey.
Managing embedded and impactful XM programs is challenging! At commonFont, we are all about a good challenge. I love that our advisory offerings allow us to dig deeply into technical designs, learn about how client teams advocate for customers, and identify challenges in how they tackle program/platform management and organizational adoption.
Abby Lair, Enterprise Account Executive
