CX Strategy Drives Consistent Product Launch Experience Across Organization

The Client

This is a large technology company that develops, sells and supports a wide range of enterprise software and services.

The Challenge

The client’s operations team was working toward a multi-year journey to increase the execution and customer experience of product launches across the organization. The client, known for creating world-class products, wanted to bring better alignment to the various product launch teams within the organization in order to deliver a consistent launch experience across products, services, and platforms.

The Solution

We built and executed an engagement strategy across operations to simplify how launch managers interact with business partners, reducing the complexity in launch execution to pave the way for a consistent launch experience — for both customers and partners.

Working in step with the client, a cross-functional team of customer experience “champions” was created that met monthly to discuss progress on customer experience projects.

We supported organizational evolution and project management development for launch managers by leading change management strategy and integrating customer-centric PMO best practices into a central playbook repository for project managers.

The Impact

The work, in total, successfully fostered a customer-centric culture across operations. The project helped the business group and product teams better tell the story of customer experience by identifying key customer experience scenarios, which were cultivated via governance meetings, weekly scorecards, and monthly status reporting.

The project raised the adoption of customer experience maturity levels across operations from a “Level Two” (utilization) to a “Level 3” (continuous improvement).