Blue Beyond partnered with the head of customer experience at a Fortune 1000 tech company that recently broadened their customer value proposition to put exceptional customer experiences and outcomes front-and-center. They realized the critical role of employees and engaged us to help them create a customer-centric culture.
We developed and delivered a hands-on, interactive customer experience workshop to help employees understand the changes happening in the industry and how these changes impact customer expectations, and as a result, how employees must change the way they think about and do their work every day — all in the name of creating exceptional customer experiences at every touchpoint along the customer journey.
About the work
The day-long workshop was designed to be a high-impact lever for culture change — much more than a once-and-done experience — to provoke new thinking, new insights, new commitments, and new behaviors.
To start, we completed a series of stakeholder interviews to better understand the current state. Then, we partnered with the customer experience team to design the workshop and develop the interactive kit and materials.
Key to the workshop is a design that enables participants to discover the information through conversation and working together, instead of telling them what we wanted them to understand. We accomplished this through six learning exercises that help participants: 1) understand the case for change, 2) get to know the customer better, 3) create a line-of-sight from the customer all the way back to the participant, and 4) identify strategies, 5) tactics, and 6) measures that participants can take to stimulate broad-scale culture norm change.
100% of participants said they would recommend the workshop to a colleague, and participants left with a better understanding of the customer—and what they can do to help provide a better customer experience. A few comments from participants included:
“It was refreshing to think about the big picture and where we fit into it. We don’t often take the time for it.”
“It made me realize if you put people together in a room, we can work together to come up with solutions.”
“I was able to see my role in each of the key customer touchpoints.”
“We all need to have this conversation.”
“The workshop brings a different perspective to my current function—sometimes you need to take a step back to get a different view.”
Our client, the head of customer experience, commented that she had never seen such a high level of engagement during an all-day workshop in her entire career. She also said: “The quality of the workshop has actually surpassed my expectations. I very much appreciated the process we went through together.”