Mercer partnered with CX Pilots to realign its corporate strategy around client experience. Through comprehensive assessments, journey-based engagement modeling, and leadership training, Mercer developed a global CX strategy that enhanced client retention and aligned its 65,000 consultants worldwide. By embedding client-centric practices across the organization, Mercer improved client satisfaction, streamlined processes, and reinforced its global reputation for excellence.
"Working with CX Pilots on our Enterprise CX Strategy was a game-changer for Mercer Consulting. Their expertise was invaluable, providing us with deep insights into our customer experience landscape."
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Mercer, a global leader in HR benefits consulting and a subsidiary of Marsh McLennan, sought CX Pilots' expertise to overhaul its corporate strategy with a stronger focus on customer experience (CX). Mercer recognized the need to shift toward a more client-centric strategy to remain competitive and drive long-term client retention. CX Pilots was engaged to lead the development of a comprehensive global CX strategy that could be adopted by their 65,000 consultants worldwide.
CX Pilots partnered with Mercer to redefine its approach to client experience, addressing both internal and external challenges through a data-driven strategy. Extensive assessments uncovered critical gaps in service consistency and communication, highlighting the need for a structured approach to client interactions. Collaborating with leadership, CX Pilots developed a pragmatic, client-centric strategy aligned with Mercer’s global objectives. Leadership training ensured buy-in, while a journey-based engagement model empowered consultants to enhance client satisfaction. A robust governance framework tracked key metrics, enabling continuous refinement. This strategy solidified Mercer’s position as an industry leader while improving retention, consistency, and long-term client loyalty.
Assessing the Landscape
CX Pilots conducted extensive internal and external assessments, analyzing hundreds of thousands of data points from employees and clients. These assessments revealed key insights into client experiences and the challenges employees faced in delivering consistent service. Communication gaps and the need for a structured approach to client interactions were identified as areas for improvement.
Strategy Development
With these insights, CX Pilots worked closely with Mercer’s leadership to create a global client-centric strategy that aligned with the firm’s business objectives. The goal was to create a global CX strategy that was both pragmatic and industry-leading—something that Mercer’s entire workforce could adopt. Leadership training was a crucial element, helping executives and managers understand the value of focusing on client-centricity.
Journey Mapping & Engagement Modeling
CX Pilots developed a sophisticated journey-based engagement model, one of its most intricate to date, to ensure Mercer’s consultants understood how their roles contributed to overall client satisfaction and retention.
Governance and Metrics
To ensure the success of the strategy, CX Pilots introduced a governance framework to track key metrics such as client satisfaction, retention, and employee engagement. This allowed Mercer to monitor and adjust its CX initiatives to improve outcomes continuously.
Long-Term Impact
Mercer’s new client-centric strategy positioned the firm to enhance client relationships, improve service consistency, and maintain its global leadership in HR consulting. By embedding CX into its core business strategy, Mercer ensured that its clients’ needs remained at the forefront, driving long-term retention and growth.
Conducted extensive internal and external assessments, evaluating feedback from thousands of employees and clients
Developed a sophisticated journey-based engagement model for global consultants to align client interactions
Provided a phased roadmap for the implementation of the global CX strategy across all regions
Mercer’s partnership with CX Pilots resulted in the completion of its first-ever global, client-centric strategy. The strategy was successfully rolled out to its 65,000 consultants worldwide, establishing engagement standards that improved client interactions and service consistency. By consolidating multiple points of feedback and aligning leadership around key outcomes, Mercer achieved consensus on how to drive long-term client retention and satisfaction. The strategy reinforced Mercer’s position as a global leader, embedding CX at the heart of its business operations.
Client-centric strategy improved global service consistency
Journey-based engagement model clarified consultant roles in CX delivery
Comprehensive socialization and adoption strategies ensured employee buy-in
Leadership consensus drove alignment on CX goals
Metrics framework helped track key performance indicators
"CX Pilots facilitated crucial conversations that aligned our executive team on the importance of customer-centricity and the steps needed to achieve it. The strategic assessments they conducted were eye-opening, revealing opportunities we hadn't previously considered and validating some of our existing hypotheses. This solid foundation of insights and alignment was pivotal in driving the ultimate outcome—a cohesive, actionable CX strategy that has already begun to yield tangible results in terms of customer satisfaction and loyalty."
