Bennet Harvey Consulting

A Common Problem

Invested millions in your Digital Marketing, Analytics and Experience Management solutions but not seeing the forecast ROI? Not seeing significant improvement in KPIs, or don't have confidence you are focusing on the right metrics?  If so, your tranformation is probably incomplete.  You need to find a new way to achieve customer experience agility at scale.

The pace of change in customer experience expectations and competitive challenges are evolving faster than ever before, as evidenced by Altimeter Group's Top Digital Trends for 2016.  New methods are needed to anchor the enterprise firmly to customer-centricity in the face of such rapid transformation.  The framework you need combines:

• An agile governance and operating model
• Experience-based KPI/metric framework
• Experience management based on segment-driven journey mapping and journey analytics

Effective Customer Experience Management reaches across organizational and cultural boundaries to combine the capabilities of marketing, sales, customer service, usability, test & learn, journey mapping and multi-channel analytics to deliver valuable experiences for brands and their customers.

This mission is most challenging for companies that are siloed vertically (Marketing, Sales, Customer Service), or horizontally (Marketing, IT, Operations, Finance).

What We Do

We offer a robust framework of tools, methods, and visualizations to help brands transform their organizations, first on a pilot basis and ultimately enterprise-wide.

Our workshop-based framework supports change management while bringing key capabilities and governance bodies up the maturity curve.

• Capability Maturity Assessment
• Quick-win and strategic recommendations
• Suport in establishing a CX COE
• Prioritization & decision models
• 2-tiered governance definition
• Journey-based operating model design

How We Work with Clients

We bring together teams of experienced consultants, analysts and project managers as needed to meet client needs.  This allows us to keep costs down and leverage best available talent from our network. 

We will work on a retainer basis, providing baseline assessment and recommendations, as well as opportunities for expanded engagement including workshops, business cases, roadmaps, competitive and market analyses, and journey mapping.

Alternatively we can run traditional Strategy engagements under several structures:

• CX capability Assessment and Recomendations
• Governance & Org Design
• Op Model and Process Mapping
• Journey Mapping, Instrumentation and Analytics
  
• KPI & Metrics Definition for Accountability
  
• Stand up and Pilot CX COE or CXMO (Customer Experience Management Office)

Contact Us to learn more and schedule a conversation.