We help CX teams succeed...faster.

Intelligent and responsive CX/EX support for overworked client experience teams in accounting, financial, legal, AEC, insurance, and healthcare —from the people who help the industry's best.

How We Do It
cx pilots brand human centered happy client means better business

Trusted by the world's most human-centered companies

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Customer experience support consultants helping you solve your CX problems, quickly.

Let's do business
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WHY YOU NEED CX PILOTS

Convert your CX program from a cost center into a profit center in six months

Tuesday, September 5th,
12:00pm ET / 9:00am PT
Tuesday, September 12th,
12:00pm ET / 9:00am PT
Tuesday, September 19th,
12:00pm ET / 9:00am PT
COST JUSTIFY YOUR CX

Happy clients
means better business.

CX doesn't just show up on your bottom line - it drives it.

Concerned about client retention in the face of competition?

Discover and remove hidden points of friction to reduce churn and increase lifetime value.

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customer experience metricnps scoreclient revenue chart

Can your journey maps increase your sales win rates in three months?

Show Me How

Our AI-augmented outcome-oriented journey mapping will identify all points of interaction friction, increase win rates, improve marketing, enhance recruiting, and expand your firm's service innovation.

cx assessmentscx journey assessment
Awareness
A potential client recognizes a need and seeks information about how to fulfill it.
cx journey stage
Consideration
The potential client evaluates options, seeks expert opinions, and compares offerings.
cx planning
cx journey phase consideration
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Commit
The person decides to become a client and takes action to complete the transaction.

Is your firm aligned on the importance of CX?

Aligning your entire organization’s leadership and culture around the client ensures service, quality and consistency at every touchpoint.

FIRMWIDE CX
CX Measurment
Employee experience
Show Me How
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Monthly Client Report
17.221
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OUR SERVICES

We're building the
future of CX

CX/EX consultants who understand that great client experiences aren’t defined by what your firm offers–but by how well your firm enables your clients to achieve the outcomes most important to them
Discover

Learn where your firm is today so you can define what CX/EX objectives to pursue.

Assessments/ Diagnostics
Leadership training
opportunity framing
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cx pilots services tab
Design

Align the right CX/EX priorities with the firm’s culture, designed around the experiences you want everyone to remember.

value EXCHANGE (vdp)
employee expereience management
Data/insights management
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align cx priorities
ENVISION

Power up the right CX/EX strategy and journey map to engage everyone in experience-centric outcomes.

Program roadmap & strategy
journey mapping
CX/EX metrics & governance
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build

Develop the right people, process, and technology around the accountabilities that drive loyalty, retention, and differentiation.

ecosystem communications
team / Expertise building
role-based enablement (swim)
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integrate

Create the feedback and response mechanisms that power sustainable CX/EX growth and continuous improvement into every corner of the firm

response framework
process integration
continued improvement
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Differentiate

Identify and design an experience-centric future state to increase marketshare, loyalty, and differentiation.

CX/Marketing Integration
future state design
experience innovation
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We’re enormously grateful for these accomplishments

$967

million in value created
for our clients

42

CX transformations
completed

324k

clients and employees
surveyed and interviewed
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TESTIMONIALS

Join the more than 100 companies that
work with CX Pilots

Tim Schroeder

President, Neumann Monson Architects

They worked tirelessly to attain our goals
“We partnered with CX Pilots to deliver our company’s first robust set of personas and journey maps. They listened to our challenges and worked tirelessly to help us attain our goals.They have a deep knowledge of the B2B space, architecture firms, a drive to make their customers happy, and are great, smart people to be around.”
Erika Martin

Director, Customer Experience at Genworth Finacial

Immediate results
“CX Pilots challenged us, evolved our wisdom, and enabled us to build a customized toolbox we could take forward and put into action with immediate results.”
Engineering Firm Director

Director, Marketing and Client Experience, engineering firm

I can’t imagine doing this without them
“You’ll never find a smarter team who knows that CX isn’t an isolated concern, but a highly integrated methodology that transforms every aspect of a business. CX Pilots brought along our leadership, and trained our Marketing and proposal people, key field people, and even our outside partners to use customer journey data to tie everything together. I cannot imagine doing any of this without them.”
Law Firm Director

Director, Clients and Markets, a Global 100 law firm

Highest level of expertise
“CX was a brand new concept for our law firm. To design a CX Program and strategy we wanted to work with a top consultancy that had both in-depth expertise in CX and an industry focus. Finding such experts was not easy. Most legal consultancies pay lip service to CX. CX Pilots provided the highest level of expertise and talent in the CX/EX area. They were contagious in their passion and delivered above and beyond advice. CX Pilots truly set our firm ahead of the competition for years to come.”
Uno Jüngling-Colic

Customer Experience Consultant at Eckart & Partner

Steven Keith of CX Pilots changed all that for me
Getting a firm grip on customer experience strategy has been a challenge I have struggled with throughout my career due to the scale and complexity of the subject. The sheer volume of books, articles, certifications, courses and frameworks out there only added to the complexity without providing a clear and complete system for how to approach it efficiently. Steven Keith of CX Pilots changed all that for me in our coaching sessions. After completing his online trainings I knew he had the answers I was looking for and his coaching has more than paid for itself. The breadth and depth of his knowledge continues to inspire me and I am honoured to call him my mentor.

We provide transformations for b2b professional services firms across industries

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Accounting
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cx for b2b industries
cx for business advisory
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Business Advisory
cx for b2b industries
cx for architecture
Architecture
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cx for engineering
Engineering
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cx for b2b industries
cx for construction
Construction
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cx for b2b industries
cx for law firms
Legal
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cx for construction
Healthcare
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cx for b2b industries
cx for insurance
Insurance
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cx for b2b industries
cx for tech
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Technology
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