For over three years, we have partnered with the company, a leader in the electrical solutions sector. Their ambition was not to “launch a CX program,” but to redefine how the organization listens, decides, and acts. Together, we shaped a clear CX Strategy & Roadmap—defining what customer centricity meant for the company, how mature the organization truly was, and what had to change to unlock impact.

The maturity assessment marked a decisive inflection point. It exposed organizational roadblocks, clarified priorities, and created a shared executive language around customer performance. This alignment allowed CX to move from aspiration to structured transformation.

We designed an integrated Voice of Customer ecosystem, connecting annual relational measurement with transactional feedback and embedding close-the-loop mechanisms. In parallel, we conducted a VOCE initiative to measure internal perception and compare it with external client feedback—testing alignment between intent and reality.

Finally, roles and responsibilities were deliberately engineered to ensure accountability and long-term sustainability. Customer insight was embedded into the company’s operating model—transformed from standalone reporting into a management instrument actively informing decisions, priorities, and governance.

✔ Board-level sponsorship and sustained executive visibility  

✔ Clear identification of maturity gaps and structural roadblocks  

✔ Appointment of 1 VOC Manager and creation of a dedicated VOC team  

✔ Activation of 12 CX Champions across the organization  

✔ Structured close-the-loop program (“Adopt a Detractor”)  

✔ Gold & Silver CX Awards recognizing sustained CX excellence  

✔ Alignment between internal awareness and client perception  

✔Over 3 years NPS increased  

✔ Over 3 years CSAT increased