Establishing a CX
Center of Excellence
Establishing a CX Center of Excellence
The Challenge
The Challenge
During 2017 and 2018 Equifax, one of the major three credit reporting agencies, experienced a 30% customer retention loss (representing roughly $34 million annually). They needed a partner who could completely refresh how products were developed and customers were engaged to ensure they delivered on expectations and provided value.
Industry
- Credit Bureaus
- Financial Services
- Consumer Services
Projects
- Journey Management
- CX Strategy & Roadmap
- Portfolio & Innovation Strategy
- Digital Product Design
- Executive Alignment & Buy-In
- Website & Portal Design
- Process Mapping & Governance
- Marketing Content Strategy
The Solution
Based on insights from our Strategic Needs Discovery process, three distinct program paths were identified:
1) Infusion of CX/UX best practices into tactical projects currently in the development process. Working with Product Management, IT/Development, Marketing and CX/UX teams to enhance capabilities and ensure high-quality, consistent standards.
2) Creation of CX, UX best practices, including CX implementation strategy, content & portfolio strategies, executive alignment, CX frameworks, design standards, governance processes and training curriculum for current/future employees.
3) Establish an Experience Management Center of Excellence team and playbook that can be used as an ongoing reference guide for how to evolve to their next level of maturity (both CX and Digital Transformation).
Deliverables
- - Stakeholder Discovery
- - CX Center of Excellence Playbook
- - Journey Management Handbook
- - Design Standards
- - Education & Training Curriculum
- - Consumer Research
- - Concept Development
- - Workshop Facilitation
- - Responsive Design
- - Usability Testing
The Experience Management Center of Excellence XM CoE Playbook: A living-and-breathing reference to guide the Equifax Global Consumer Services brand from being product-centric to becoming an experience-led growth company. The document is intended as a companion to support their brand strategy as a way to continue to define, structure, and evolve customer experience as a discipline across the enterprise.
Highlights
Workshop
For understanding how teams, processes, customers, or employees interconnect to deliver services to customers, various workshops were used (e.g. customer journeys, ecosystem blueprints, co-creation, vision/mission/goals, and process mapping).
Workshop
We actively support a number of non-profit organizations, including HEAT, AJFF, Rotary and CXPA. We also encourage our employees to get involved and support them in their fundraising efforts. As part of our effort to "pay it forward" we co-founded and sponsor CX Talks, a customer experience conference series.
