CX Pilots transformed National Instruments' digital strategy, leading to an 8% increase in digital revenue, a 58% rise in website traffic, and a 22% boost in conversions. By refining their customer experience approach and re-segmenting audiences based on needs, National Instruments enhanced internal alignment, reduced churn, and drove substantial business growth.
"Who knew CX had so many working parts? Thanks to this team, we felt prepared for it all. They answered questions we didn't know we needed to ask!"
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CX Pilots worked with National Instruments to overhaul their digital marketing and customer experience strategies, focusing on increasing top-line revenue and improving customer engagement. We re-segmented audiences, revamped the website to provide solutions-based content, and enhanced internal communications through an internal blog. The team was reorganized to focus on customer journeys rather than product sales, and we introduced performance metrics to monitor success. Our search marketing efforts optimized keyword rankings, and we implemented a unified priority matrix to streamline operations. This comprehensive transformation boosted digital revenue and reduced customer churn.
National Instruments faced stagnating revenues and increasing competition, with outdated customer knowledge and an unfocused digital marketing approach. CX Pilots overhauled their digital transformation strategy. The initial focus was on rebooting their approach to CX by re-segmenting their audience based on customer types instead of product purchases. This allowed for more targeted marketing efforts, addressing the specific needs of their most important customer segments.
CX Transformation
Re-segmented the audience based on customer types rather than product purchases, enabling more targeted marketing efforts, and implemented a unified priority matrix to focus team efforts on top priorities and create a more efficient structure.
Digital Marketing Strategy
Redesigned website architecture to prioritize solutions-based content, improving engagement and aligning with customer journeys, while revamped search marketing efforts boosted rankings for key terms and drove new traffic.
Journey Mapping
Improved the alignment of digital content and touchpoints with customer journeys for a more cohesive experience.
CX Assessments
Conducted in-depth evaluations to identify gaps in customer knowledge, address outdated digital strategies, and introduced an internal blog to improve communication and keep employees informed about CX initiatives and outcomes.
Shifted to audience-based segmentation for more personalized and effective marketing.
Redesigned the website to prioritize solutions-based content, enhancing engagement and conversions.
Introduced streamlined internal processes and improved team communication for better alignment.
CX Pilots’ collaboration with National Instruments delivered measurable results, including an 8% increase in digital revenue and a 58% rise in new website visitors. By revamping their digital marketing strategy and improving customer segmentation, National Instruments also saw a 22% boost in website conversions. Internal reorganization and improved communications reduced customer churn by 18%, helping the firm strengthen client relationships and achieve long-term growth.
CX overhaul led to increased digital revenue and customer retention.
Audience segmentation aligned marketing efforts with customer needs.
Website redesign improved engagement and conversion rates.
Search marketing optimization drove traffic and improved rankings.
Internal communication enhancements improved team alignment and focus.
"Working with you guys was valuable and insightful. We loved how well you worked with our enterprise integrator and we're delighted we partnered with you for this major CX upgrade."
