How Account-Led CX Actions Delivered a 14-Point EX Uplift for an Engineering Services Leader
A global engineering services firm launched a structured customer experience enhancement program to address experience gaps across accounts.
By systematically closing the customer feedback loop through account-specific actions, the organisation strengthened engagement and achieved a measurable improvement in its Experience Index (EX) scores.
Listen
The Challenge
The client needed to:
- Deliver greater customisation in customer service offerings
- Create differentiated experiences for both new and existing customers
- Improve retention of breakaway customers
- Strengthen intervention mechanisms to drive customer excellence
- Develop a deeper understanding of customer expectations and market dynamics
To move experience improvement from intent to execution, the organisation required clearer insight into account-level realities and readiness.
Act
Insight-Led Diagnosis and Design
Feedback Insights brought together customer and internal stakeholder perspectives to shape a focused engagement and action framework.
- Collected inputs from customers and internal stakeholders to inform engagement initiatives
- Built cross-stakeholder consensus to support execution
- Implemented a structured 30–60–90 day action timeline
- Assessed account preparedness for upcoming customer satisfaction cycles
The approach ensured experience improvement was actionable, time-bound, and aligned across teams.
Accelerate
- Deployed a Customer Experience Enhancement Program to streamline processes from design to closure
- Identified account-specific improvement areas alongside enterprise-wide initiatives
- Incorporated internal stakeholder perspectives to strengthen experience delivery
- Revisited action plans for course correction and assessed ongoing CSAT preparedness
Business Outcomes
- 14-point increase in Experience Index (EX) scores
- 30% increase in stakeholder participation in CSAT surveys
- Enabled early assessment of CSAT preparedness
- Standardised experience improvement processes across the firm
