CX Strategy

Set the direction through strategic planning

To thrive in a competitive and fast-changing market, organizations need a clear and strategic foundation for developing customer centricity. Whether you’re just beginning the journey or reassessing your current direction, strategic planning is essential.

We help organizations define a vision for customer centricity, understand their customers and to plan experiences that matter. With over 20 years of experience and research-based methodologies, we combine strategic insight with practical guidance to unlock the advantages of customer centricity in your organization.

What we offer

  • Vision
    • We help define a clear and inspiring vision for customer centricity that aligns with your business goals.
  • Journeys
    • We map and analyze customer journeys to identify moments that matter. Through customer journey mapping we can identify data needs and areas for improvement.
  • Market analysis
    • We assess market dynamics, competitor positioning, and emerging trends to uncover opportunities for differentiation.
  • Maturity assessment
    • We evaluate your current level of customer centricity with a research-based methodology. The assessment provides a structured baseline and identifies the capabilities needed to move forward.
  • Experience strategy and roadmap
    • We help define what kind of customer, employee or brand experience your organization strives for and how to provide it.
  • Customer-centric management models and culture
    • We support the development of leadership models and cultural practices that embed customer centricity into daily operations.
  • Customer segmentation
    • We identify and define customer segments based on behavior, needs, and value potential.
  • Customer needs and trends
    • We research customer needs and trends to anticipate future demands.

Cases

Vantaan Energia

Assessing Customer Experience Management Maturity

Vantaan Energia, a district heating company, trusted PBI to assess their Customer Experience Management maturity in spring 2024. PBI evaluated Vantaan Energia’s maturity and proposed actionable follow-up procedures to enhance and ramp-up their current practices. 

By facilitating Vantaan Energia’s personnel to take part actively in the process, PBI helped them to commit to the development of CXM to fit the company’s strategic vision, practices, and culture. 

With PBI’s research-based tool for CXM maturity assessment, we assisted the client to have a clear picture where they are now and what steps they should take to move forward. If you are interested to here more about our Maturity Assessment, turn to us to test the trial version,