CX Pilots partnered with Neumann Monson Architects to create a client-centric culture, leading to significant improvements in client engagement, employee satisfaction, and project success. By developing a comprehensive CX roadmap and embedding CX into every aspect of the firm, Neumann Monson achieved a perfect NPS score and full staff buy-in to their new approach.
"CX Pilots really helped catapult our CX program into the right century.
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CX Pilots worked with Neumann Monson Architects to establish a CX strategy that consolidated multiple corporate objectives into one unified client-centric approach. A detailed CX roadmap and a CX Charter were developed to guide the entire staff toward full client-centricity. We also created a 3x3 matrix to drive CX strategy, measurement, and governance across client insights, team alignment, and improved client experiences. This collaborative process embedded CX into the firm’s culture, leading to outstanding client and employee engagement outcomes: such as a perfect NPS score and 100% client referenceability.
Neumann Monson Architects partnered with CX Pilots in 2018 to embed client-centricity into their operations. We began by developing a CX strategy that aligned corporate goals with a client-centric approach. A CX roadmap was created to guide the team, reinforced by a CX Charter for firm-wide adoption.
CX Strategy & Roadmap
Neumann Monson Architects partnered with CX Pilots to create a client-centric strategy that aligned corporate goals with a comprehensive CX roadmap. A CX Charter was developed for firm-wide adoption, ensuring consistency and commitment across all teams.
CX Governance
A 3x3 matrix was implemented to drive CX strategy, measurement, and governance through three pillars: client insights, team alignment, and client experience improvement. Governance and measurement systems, including NPS and client lifetime value metrics, were established to track and sustain progress.
CX Maturity Assessment
A CX maturity assessment was conducted to evaluate the firm's current state and identify areas for growth. Journey maps were developed to highlight key moments of truth, ensuring proactive anticipation of client needs and delivery of exceptional experiences.
Journey Mapping
Journey mapping and a streamlined client onboarding process helped align operations with client expectations, improving service delivery. Employee empathy training reinforced the importance of CX, embedding client-centricity into every role within the firm.
Developed and executed a comprehensive CX strategy and roadmap.
Implemented CX governance and measurement systems, including NPS tracking.
Facilitated employee engagement through client empathy training.
Neumann Monson’s partnership with CX Pilots resulted in outstanding CX outcomes. The firm achieved a perfect NPS score of 100, 100% client referenceability, and full staff engagement in the CX program. Client onboarding processes were improved, and the number of bidding opportunities increased. Employee satisfaction rose, and the firm saw a reduced cost of recruitment. Neumann Monson now boasts a highly client-centric culture, with CX embedded into every aspect of the business.
Achieved a perfect NPS score of 100.
100% client referenceability and staff engagement in CX.
Increased client win rate and bidding opportunities.
Improved client onboarding and reduced recruitment costs.
Full CX program adoption across all staff.
"CX Pilots worked tirelessly to help us achieve our goals, leveraging deep B2B knowledge and a strong drive to ensure our success."
