Customer Experience 1 (CX)

Applied Leadership Development and Organisational Change

Situation

A multinational equipment manufacturer and distributor sought an Applied Diploma for its middle to senior leaders which incorporated an organisation-wide CX change strategy, launch and sustainment.

Our Work

Boyle Consulting developed and implemented a holistic Diploma of Leadership and Management (BSB51915) program, where the CX project progressed from voice of the customer to launch.  Naturally occurring evidence from the team project made up 80 per cent of the Diploma assessment activities.

Outcomes

A CX strategy was developed, piloted and launched with handover to a specialist CX steering group. Forecasts predict a two per cent increase in market share and a 200 per cent ROI on implementation costs.