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Developing A Company-Wide CX Mindset – Without a CX Team
edit Diana Sonis
event 07/13/2023
pace 4 mins
CX consulting is a budget-friendly path to excellent customer experiences
Veterans First is a financial services company that specializes in providing mortgages to active and retired U.S. military personnel. The loans they offer are highly regulated and are very similar across loan providers, so the company relies on its customer experience as a major brand differentiator.
To take that experience one step further, Veterans First leadership decided to implement a company-wide policy of utilizing CX principles. The ultimate goal was to make the customer experience exceptional in all departments.
Challenge
Veterans First didn’t have a CX department – or the budget to hire a full-time external CX team.
So they tasked several people in their marketing team to become internal “CX experts” for the company.
Their strategy was for the marketing team to learn CX best practices, develop a solid knowledge base and tactical tools, and strategically implement these across various company departments. To execute on this, Veterans First needed an experienced CX partner to guide their chosen team.
This is when they contacted CX by Design.
Sound familiar?
Over the course of several years, CX by Design provided our team with unbiased, expert guidance for all our customer experience questions and increased our abilities as experienced designers.
James Burton – Head of Digital Marketing Operations & Ryker Johnson, Marketing Partnership Manager
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