This amazing architecture firm Neumann Monson has won every imaginable award for CX—and if you met their leadership, you’d understand why. We began working with this remarkable firm in 2018. We set them up to fully embrace client-centricity and they have since delivered.
We began our work with a comprehensive CX strategy which would inform how to consolidate multiple corporate objectives into one CX directive. We then developed the road map the entire staff could follow to make client-centricity a new, powerful and collaborative approach to work. Once the CX road map was fully embraced, we created a CX Charter that helped everyone in the firm rally around the planned CX management program to gain full buy-in and begin embedding CX into their culture. Then the true, transformative work of CX began.
The solution was a 3 X 3 matrix driving 1) CX strategy, 2) measurement and 3) governance across a) the new development of client insights, b) aligning teams to CX, and c) setting the context for better client experiences.
The success from Neumann Monson’s CX management program came from the delicate intervention of the following pilot projects:
Neumann Monson has won over a dozen awards for their outstanding accomplishments in CX.
This amazing architecture firm Neumann Monson has won every imaginable award for CX—and if you met their leadership, you’d understand why. We began working with this remarkable firm in 2018. We set them up to fully embrace client-centricity and they have since delivered.
We began our work with a comprehensive CX strategy which would inform how to consolidate multiple corporate objectives into one CX directive. We then developed the road map the entire staff could follow to make client-centricity a new, powerful and collaborative approach to work. Once the CX road map was fully embraced, we created a CX Charter that helped everyone in the firm rally around the planned CX management program to gain full buy-in and begin embedding CX into their culture. Then the true, transformative work of CX began.
The solution was a 3 X 3 matrix driving 1) CX strategy, 2) measurement and 3) governance across a) the new development of client insights, b) aligning teams to CX, and c) setting the context for better client experiences.
The success from Neumann Monson’s CX management program came from the delicate intervention of the following pilot projects:
Neumann Monson has won over a dozen awards for their outstanding accomplishments in CX.
