CX Pilots helped Shive-Hattery redefine its client relationships and unlock new growth through a tailored CX strategy. By mapping prospect journeys and creating client personas, Shive-Hattery transformed its operations to be more client-focused, accelerating trust-building, improving market penetration, and driving significant gains in both established and emerging sectors.
" I really like how Steven cut right through the fog and didn't say what we wanted to hear, but the truth."
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Shive-Hattery aimed to deepen relationships in established markets while expanding into new sectors. CX Pilots implemented an Outcome-Oriented Journey Mapping process to capture the nuances of client interactions. Through persona development and detailed journey maps, Shive-Hattery gained a comprehensive view of client needs, motivations, and service expectations. By reframing their operations from the client’s perspective, the firm was able to identify high-impact innovations and standardize service delivery. This shift towards a client-centric mindset drove operational efficiency and accelerated market penetration, positioning Shive-Hattery as a leader in both their core and new markets.
Selective, a leading Super Regional insurance carrier, sought to reimagine its CX approach in order to stay competitive and drive tangible business outcomes. Lacking strategic focus, Selective engaged CX Pilots to revitalize the program with a focus on revenue and customer retention.
Prospect Buyer’s Journey Strategy:
CX Pilots created a strategic framework based on persona-driven insights, enabling Shive-Hattery to align business development and marketing with the unique needs and expectations of prospective clients.
Journey Mapping:
A comprehensive journey mapping process analyzed each client interaction, revealing over 40 opportunities for service innovation and streamlining onboarding and project delivery.
Journey Mapping Communications:
Internal teams received training to integrate journey maps into client communications, ensuring consistent messaging and fostering deeper engagement during all stages of the client relationship.
Developed persona-based journey maps for key market segments.
Identified and prioritized over 40 opportunities for service enhancements.
Provided training to integrate journey maps into business development strategies.
Shive-Hattery’s journey mapping strategy illuminated over 40 opportunities to enhance client experience. By adopting a client-first approach, the firm refined its project delivery, communication strategies, and business development. This transformation not only improved client satisfaction and retention but also positioned Shive-Hattery to capture high-value clients in new markets. With a clearer understanding of client needs, the firm now delivers a consistent and transparent experience across segments, driving growth and strengthening its market position.
Client-first journey maps uncovered over 40 service improvement opportunities.
Persona-based insights realigned business development and marketing strategies.
Journey mapping empowered internal teams to elevate client engagement.
The transformation enabled deeper client relationships and market expansion.
A consistent CX model ensured service excellence across all segments.
"Wow, we've know CX Pilots for many years and decided to engage with them for our first round of journey maps. They were experts from the outset and kept our teams highly engaged throughout the process."
