Moss Adams partnered with CX Pilots to embed CX as a strategic priority, enhancing service delivery and differentiation in the accounting sector. Through comprehensive CX assessments and a tailored roadmap, the firm recalibrated its offerings to create a more client-centric experience, refining internal processes and leadership’s understanding of client needs.
"CX Pilots went above and beyond with their support, clearly understanding the complexities of the accounting industry.”
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CX Pilots partnered with Moss Adams to transform their client experience strategy by conducting in-depth CX assessments and creating a clear, actionable roadmap. Through interviews and analysis, we identified service delivery gaps and designed a tailored CX strategy. This included a robust governance framework and performance metrics to ensure ongoing improvement. A comprehensive communications plan was developed to keep stakeholders engaged and informed, driving organizational buy-in for the changes. This strategy aligned Moss Adams’ operations with client needs, setting the firm on a path toward continuous service improvement and market expansion.
Moss Adams aimed to make CX a strategic priority but lacked the vision and tools to do so effectively. CX Pilots partnered with Moss Adams to evaluate their current client engagement methods through assessments and interviews, identifying gaps in service delivery. Using these insights, CX Pilots developed a detailed three-year roadmap that outlined strategic initiatives and milestones for improving client touchpoints and streamlining interactions.
CX Assessments
Conducted detailed evaluations to identify gaps in service delivery and align leadership with client-centric goals.
CX Strategy & Roadmap
Developed a comprehensive three-year CX roadmap to guide immediate improvements and long-term growth, outlined strategic milestones to enhance client retention and streamline service delivery.
Metrics & Governance
Introduced key performance metrics to track client satisfaction, operational efficiency, and NPS scores; established a governance framework to ensure accountability and enable real-time adjustments for continuous improvement.
CX Communications
Implemented a communication strategy to keep stakeholders informed and engaged throughout the CX transformation and fostered transparency and collective buy-in to support the success of the new CX initiatives.
Moss Adams saw significant improvements in client retention, service quality, and leadership’s understanding of client needs through CX Pilots' strategy. The new roadmap embedded CX into daily operations, fostering continuous improvement. Client feedback mechanisms were enhanced, aligning service delivery with strategic goals, driving both growth and market expansion. Moss Adams is now positioned to better retain and grow its client base while delivering superior service experiences.
CX strategy improved client retention and market positioning.
Governance ensured measurable, sustainable CX improvements.
Leadership aligned with new CX goals, enhancing client interactions.
Enhanced client feedback mechanisms ensured ongoing service improvement.
Comprehensive communication strategy fostered organization-wide buy-in.
"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. 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."
