HITT Contracting partnered with CX Pilots to strengthen its client experience management. Through comprehensive audits, client personas, journey mapping, and a renewed corporate training program, HITT increased visibility into client expectations and re-aligned its Purpose and Brand Promise. These changes drove improved CX engagement and long-term business growth.
"They got to know why we needed CX to work and never forgot how their work reflected on us as team that brought them in."
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CX Pilots assessed HITT’s existing CX management approach, identifying gaps in client feedback and internal training. We audited their client feedback system, created client personas and journey maps for key segments, and revamped corporate training to include CX-focused modules. HITT’s Purpose and Brand Promise were re-aligned to emphasize a client-centric approach. These changes improved CX visibility, drove employee engagement, and established a foundation for measurable client experience improvements.
CX Assesments
HITT’s NPS and feedback system was audited to revise survey questions and optimize the platform, providing actionable insights that supported strategic decision-making and CX improvements.
Client Personas & Journey Mapping
Client segments were researched to identify key CX touchpoints, leading to the development of client personas and journey maps that refined communications and improved client onboarding.
Corporate Training Strategy
The corporate training program was audited to identify gaps and recommend CX-focused updates, which enhanced employee adoption and alignment with company goals through modernized training modules.
Purpose & Brand Alignment
HITT’s Purpose and Brand Promise were re-aligned to emphasize CX principles and client-centric values, fostering leadership engagement and a stronger organizational commitment to a client-first culture.
Audited HITT’s NPS and feedback system for better client insights.
Created client personas and journey maps to guide CX improvements.
Revamped corporate training with CX-driven course material.
With CX Pilots’ assistance, HITT Contracting gained a clear understanding of its client segments through journey mapping and improved client feedback systems. Leadership and employees became more engaged in CX initiatives through revamped corporate training, while the re-alignment of their Purpose and Brand Promise fostered a stronger commitment to delivering exceptional client experiences. These efforts positioned HITT to sustain client loyalty and drive long-term growth.
CX strategy improved client feedback mechanisms.
Journey mapping clarified key client touchpoints.
Internal training was modernized to focus on CX.
Leadership engagement increased through Purpose alignment.
Personas guided service innovation and client interaction improvements.
"CX Pilots helped us with end-to-end Client Experience projects. From Journey Mapping to Training, they plugged in like they were part of our team. Super knowledgeable and resourceful from day one."
