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Experience

Experience

Examples of programmes our principal consultant worked on as part of Qualtrics teams, before UnfoldCX was set up. Qualtrics was the contracted party, and we describe clients by industry only.

Request a discovery call By industry
60+
countries in a single rollout
10m+
historical responses migrated in one platform move
2,000+
users on one programme at launch
7
industries

Automotive, telecoms, airlines, pharma and medical technology, retail and consumer brands, financial services and the public sector.

Five examples in more detail.

  1. Retail and consumer brands

    A multi-market rollout for a global consumer brand

    Implementation planRequirementsDesignBuildTestLaunchGo-liveHandover documents
    The situation
    The brand was choosing a CX platform and needed it live across its markets in time for peak season.
    What was done
    Built the detailed project plan used during the platform selection, then led a team of eight to ten through the rollout. Migrated millions of historical responses so the trend lines carried over.
    The result
    The programme launched across its markets, with the historical data in place before peak season.

  2. Automotive

    A group-wide programme across more than a dozen business units

    Programme blueprintRoadmapOwnership
    The situation
    An automotive group wanted one CX programme covering its business units, including how complaints were handled.
    What was done
    Led the advisory work, identified and designed dozens of touchpoints across the units, and designed the complaints management solution.
    The result
    Every touchpoint launched. The programme went on to win three customer experience awards.

  3. Telecoms

    Redesigning how a telecoms operator measures experience

    How satisfied were youwith your visit today?12345Main reason for your scoreNextScaleRouting
    The situation
    A telecoms operator was changing how it measured customer experience across its touchpoints.
    What was done
    Ran dozens of design workshops with the operator's teams and led the redesign of the measures and surveys.
    The result
    The operator moved from NPS to a satisfaction measure across its touchpoints.

  4. Airlines

    Taking over an implementation part-way through

    DashboardExecutiveRegionalFrontlineWhat to do next
    The situation
    An airline group's implementation needed a new lead part-way through delivery.
    What was done
    Took over the implementation and trained the group's implementation partner on complex dashboards.
    The result
    The programme launched to thousands of users, and the training reduced the delivery team's weekly workload.

  5. Pharma

    Preparing dozens of affiliates for a platform migration

    MigrationCurrent platformSurveysHistoryReportingQualtricsSurveysHistoryReportingCutoverTrend line
    The situation
    A global pharmaceutical company was preparing to move platform, with dozens of affiliates running their own versions of its surveys.
    What was done
    Worked with the affiliates to agree common versions of each survey before the build began.
    The result
    The core surveys were aligned across the affiliates before the migration began.

By industry

More experience, by industry.

  • Automotive

    Recovered a difficult global programme refresh for an automotive services group by redesigning its core survey and four new touchpoints. Delivered a series of projects on a car maker's global programme across its markets.

  • Telecoms

    Standardised customer touchpoints across the operating companies of a telecoms group.

  • Airlines

    Ran a multi-city workshop for an airline group, including new dashboard concepts, and identified the main areas to improve.

  • Pharma and medical technology

    Advised a medical technology company at the start of its migration to Qualtrics from another platform.

  • Retail and consumer brands

    Launched a consumer electronics company's first feedback channel in a new market within weeks of signing. Advised a global retailer on CX governance and its centre of excellence.

  • Financial services

    Survey design, reporting and closed-loop practice for a global investment bank.

  • Public sector

    Replaced a public-sector health body's paper-based process with an automated system during the pandemic.

Next step

Tell us where your programme is.

The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.

Request a discovery call info@unfoldcx.com