CX-Led Transformation Quadruples Digital Consulting Revenue for a Leading Tech Service Provider
A leading global tech services provider set out to fundamentally shift how it was perceived in the market, from a staff augmentation-led services firm to a credible Digital Consulting Services partner. This transformation required more than messaging; it demanded sustained change across customer experience, capabilities, processes, and account strategy.
Over four years, the organisation used customer-led insights to guide incremental but consistent action, reshaping perceptions, strengthening delivery, and realigning growth priorities toward higher-value engagements.
Listen
The Challenge
The client needed to:
- Build a clear and differentiated market positioning in digital consulting
- Develop deeper, more strategic relationships with priority customers
- Understand customer expectations, experience gaps, and decision drivers related to digital services
- Align offerings, delivery, and communication with evolving client priorities
These insights were applied consistently over time, embedding change across experience, process, and capability.
Act
Insight-Led Diagnosis and Strategic Direction
Feedback Insights conducted a large-scale, multi-year customer experience and perception program to support strategic decision-making.
- Surveyed 800 CXOs and senior stakeholders
- Covered 200 strategic accounts across regions
- Integrated qualitative and quantitative inputs
The analysis enabled leadership to make evidence-led decisions on growth and positioning, assess perception gaps versus peers on business impact and digital capability, and credibly reposition the organisation as a Digital Consulting Services partner.business outcomes across accounts and geographies.
Accelerate
Translating Insight into Action
The programme delivered clear, prioritised actions:
- Identified core, moderate, and breakaway customer cohorts
- Mapped perception gaps across the end-to-end customer lifecycle
- Assessed credibility of the firm’s digital consulting capabilities
- Clarified market expectations and priorities for digital consulting services
- Enabled a strategic shift toward quality of growth, including a deliberate reduction of low-value, long-tail accounts
Critically, leadership required insight that went beyond satisfaction, linking experience, perception, and business outcomes across accounts and geographies.
Business Outcomes
- 40% increase in customer sentiment over four years
- 4× growth in Digital Consulting Services revenue over the same period
- Improved quality of growth through reduction of small, low long-term value accounts
- Clear identification and closure of process and capability gaps impacting customer experience
