Customer Experience (CX) Consulting & Solutions

CX consulting and implementation has been our expertise for over 14 years. We help companies build end-to-end Customer Experience programs, Journey Mapping implementations leveraging CX Best Practices, CX Survey/VOC Programs, CX Training, CX Quick Win Scorecards, and more in order to transform companies into a ‘Customers First’ culture. 

Contact us today to start or expand your CX Program

Expert Guidance

CustomersFirst Now acquired Mulberry Consulting, experts in customer experience consulting, to help drive customer-centric changes within global organizations. Companies need every competitive advantage they can get these days.  Implementing a Customer Experience program provides so many benefits in customer retention, revenue/margin, and brand equity that every company needs to have a CX plan in place.

Need Help figuring out CX? Contact Us 

Our team of CX and Customer Success practitioners has walked in your shoes. We will help you build the confidence, team, champions, and support you need with a calm, patient, and understanding hand as we build your desired customer experience and customer delight programs. Read about some of the changes we’ve made happen in these enterprises.

Global Insurance Company

Global Insurance Company

Rebrand main operating companies (countries) under one unified business while responding to tough economic climate and higher expectations from customers.

National Retail Chain

National Retail Chain

In efforts to create an engaging, tech-focused omni-channel experience, priorities and resources were assigned based assumptions of customer needs, as opposed to actual need.

Global Logistics Company

Global Logistics Company

Redesign onboarding experience to grow customer account activation and build cross-functional capabilities.

Global Bioscience Technology

Global Bioscience Technology

After a period of growth and acquisitions, bringing together the new organizations under their current CX program and regaining market leadership proved difficult.

Global Premium Airline

Global Premium Airline

Desire to create a unique customer experience, but needed clarity and prioritization in key customer groups as well as establish confidence and alignment among leadership.

Transportation Services

Transportation Services

Bias towards business process optimization resulted in lower service innovation and lower retention in an increasingly competitive market.

Analytics First Team

We have a dedicated team of seasoned data scientists and analysts who study customer data in order to help you leverage and make better sense of your data to drive actions, and drive to positive financial outcomes. Analytics First does exactly as the name says – research and development of indices, datasets, benchmarks and more, and provides the expertise required to quantify your CX efforts.

Indices and Scores
Indices and Scores

We break down company, industry, and geography-segmented customer delight scores, identifying how you rank among leaders in your sector.

Trends and Benchmarks

Trends & Benchmarks

We compile and analyze your VOC, survey, Journey Mapping, and customer data then deliver trending, benchmarking, and aggregate intelligence.

Prescriptive Analytics

Prescriptive Analytics

We analyze your customer data to understand what is and is not working, so your company can take the right actions and make fact-based investments.

Predictive Analytics

Predictive Analytics

We develop the analytics that help you predict your customer behaviors linked to your financial KPIs and corporate objectives.

Training and Development

We provide a full persona-based training curriculum from C-suite executives to customer-facing colleagues. We certify each individual to ensure clarity on their roles and responsibilities in positively driving overall customer delight and colleague engagement.

To truly bring your customer delight and experience programs to fruition, your entire team must be on board. Our program is designed to ensure every single colleague, regardless of rank or role, understands how to create a positive impact.

CFN Pyramid

CFN Culture Scan

Your company’s culture is a defining element and your colleagues bring it to life in their role in the organization. We teach how delighting customers fits within their role, the culture, and how they interact with your customers.

Let’s talk about how a CX training program can help your company.