Moss Adams Accounting Firm Case Study
Moss Adams goes the distance to set itself up as a leader in client-centricity in accounting
CX Pilots helped Moss Adams enhance its client experience awareness through well-planned CX assessments. We also helped improve firm leadership's understanding of CX, and feedback mechanisms, leading to improved service experience delivery and differentiation in their market.
Services: CX Assessments, CX Strategy & Roadmap, Metrics & Governance, CX Communications
Our Approach
Moss Adams, a leader in the accounting world on the West Coast, sought to make CX a strategic priority but lacked the vision and roadmap to materialize it. With a heritage steeped in traditional success yet facing the dynamic demands of modern service experience delivery, Moss Adams was at a crossroads. The task was not simple; it was to authentically live the firm's new CX vision while recalibrating the firm's extensive service range, spread across dozens of distinct offerings, to deliver a streamlined, client-focused experience. The professionals at Moss Adams participated in a CX assessment that revealed how they really felt about the firm's current ability to deliver on the new CX vision—helping CX Pilots define the most appropriate CX Roadmap to accomplish their long-term goals.
- Collaborate on the CX assessment questionnaire (design deeper-level questions to reveal sharper insights).
- Plan and deploy the CX Assessment.
- Perform analysis on the results and share executive read-out on the firm's collective thoughts and opinions on CX moving forward.
- Develop the firm's three-year CX management program roadmap.
Our Solution
CX Pilots conducted thorough assessments and interviews, examining current client engagement methods and identifying gaps in service delivery. We scrutinized the entire client lifecycle through various lenses, such as client satisfaction surveys and operational efficiency reviews, delivering insights that formed the backbone of a revamped CX strategy. With the data in hand, a comprehensive CX Strategy charted the course for the future of CX in the firm.
CX Pilots developed a detailed roadmap, laying out a series of strategic initiatives and milestones that Moss Adams would undertake. This blueprint provided a sequential guide for improving client touchpoints, enriching interactions, and enhancing overall service delivery. To ensure that the strategy was not only implemented but sustained, CX Pilots established robust metrics and governance structures. They introduced performance indicators that provided ongoing insights into the effectiveness of the CX initiatives, enabling real-time adjustments and fostering accountability across the organization. Recognizing that transformation is as much about communication as it is about strategy, CX Pilots crafted a comprehensive communications recommendations. This strategy aimed to keep all stakeholders informed and engaged, facilitating transparency and driving collective buy-in for the changes being implemented.
The Result
Moss Adams has significantly refined its client experience delivery. Leadership now more intimately understands client needs, driving a company-wide upgrade in service quality that surpasses expectations. With strategic CX goals now embedded in operations, the firm’s new roadmap is steering towards a culture of continuous improvement and client engagement.
There is a marked enhancement in client feedback mechanisms and a strategic alignment that sets Moss Adams on a trajectory for growth and market expansion. This alignment has laid down a blueprint for client experience excellence, positioning the firm to not only retain but actively advocate for and grow its client base.
Client Quote:
"We found CX Pilots through a Google search and were drawn in by their deep understanding of our industry. They were very direct and honest with us about the challenges...It was digestible, approachable. Having someone from outside come in to probe our employees about client experience was probably the biggest benefit. CX Pilots were generous with their time and knowledge...It felt like the CX team would go above and beyond with anything we asked. The true understanding of the accounting industry that CX Pilots possesses...was clear they understood the challenges we faced." - Troy Ruckman (Director Marketing Technology and Operations)