Pinion’s partnership with CX Pilots led to higher client retention, increased revenue in key segments, and a more client-centric culture. Employees became more confident in managing client interactions, and internal processes improved, allowing for consistent service. CX became a top strategic initiative, driving long-term success.
"Working with CX Pilots showed us how great consulting should be. They delivered everything we needed, and more, with a proactive and detailed approach."
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CX Pilots partnered with Pinion to transform its client experience by creating a structured CX management program. This included journey mapping, service blueprinting, and establishing clear CX standards to align employees with client expectations. Nine CX experience standards, known as the Accord were introduced which provided a firm-wide framework for delivering exceptional client service. Six CX training modules empowered staff to deliver empathetic, high-quality service. A governance framework was also introduced, ensuring CX initiatives were measurable and scalable, leading to increased client satisfaction, retention, and revenue growth. .
Pinion recognized the need to shift from a sales-driven approach to a client-centric model to improve service consistency. CX Pilots partnered with Pinion to identify challenges, including the lack of a formal CX strategy and inconsistent client experiences. CX Pilots worked with Pinion’s leadership to align CX goals with business objectives, focusing on increasing relationship revenue, improving service quality, and reducing churn.
Laying the Foundation
CX Pilots performed CX assessments to uncover gaps in communication and service consistency. They implemented the "CX Accord," establishing nine standards that clarified employee responsibilities in delivering client excellence. The “CXcellence Awards” motivated staff by rewarding those who embodied these standards.
Journey Mapping and Service Blueprinting
CX Pilots conducted journey mapping for Pinion’s most profitable clients, identifying communication gaps and clarifying roles. Service blueprints streamlined processes, ensuring a consistent client experience.
CX Training and Empowerment
CX Pilots developed six training modules on empathy, communication, and service recovery. This empowered employees to confidently manage client interactions, leading to stronger relationships and improved service quality.
Metrics and Governance
A governance framework was established to track key metrics like NPS, client retention, and employee engagement. The CX Governance Cohort monitored these metrics to ensure CX remained a strategic priority.
Long-Term Impact
Pinion saw increased client retention and relationship revenue, particularly in key segments. The structured CX program streamlined internal processes, ensuring long-term success by embedding CX into the firm's culture and strategy.
Conducted in-depth CX Assessments to identify gaps in client service delivery.
Developed a comprehensive CX Culture program to align employees with client-centric values.
Established robust Metrics and Governance systems to track client satisfaction and ensure accountability.
Pinion’s partnership with CX Pilots resulted in a significant CX transformation. The firm achieved higher client retention, increased revenue in key segments, and created a more client-centric culture across the organization. Employees became more confident in handling client interactions, and internal processes were streamlined, allowing for more consistent service delivery. CX excellence became one of the top three strategic initiatives for Pinion, cementing client experience as a priority for the firm’s future growth.
Client-centric transformation improves retention & revenue
Clear CX standards enhance employee alignment
Journey mapping ensures consistent client interactions
Comprehensive training empowers staff
CX governance ensures long-term sustainability
"It's been exactly what I was hoping for. We got our client experience team up and running much faster than we would have without that investment. CX Pilots gave us a clear strategy to build on, which became the solid foundation for our success this year. Without that groundwork, we wouldn’t have achieved the results we did.”
