top of page
Global Ecommerce & Marketing Platform
CX Strategy | Operationalization | CX Management
Faced with dropping retention and challenging acquisition pipelines, a global ecommerce and marketing platform needed to stand out among competitors in the market to delight current and attract new customers.
To motivate choice over competition for potential customers and retention for existing customers, we developed customer experience differentiators through analysis of customer pain points, competitive alternatives, and current assets and capabilities. We drove adoption of the differentiators through robust change management activities (trainings, communications, governance, etc.) ensuring that teams are equipped to bring these to life in customer touchpoints.
Increased retention + acquisition metrics
Drove adoption and consistent usage through facilitated trainings + CX differentiator playbook
Created backlog of innovative ideas to apply CX differentiators across customer journey
bottom of page