Our Work
We help set organizations on the path to CX success. As expert collaborators, we work with CX leaders to help establish the best vision and optimal internal approach — one that is true to the customer and right for the organization. These are the conditions that allow tactical experience efforts and executions to succeed.
Implementing a Consumer-Centric Operating Model in Healthcare
Background
Healthcare organization seeking a holistic focus on experience across the consumer patient lifecycle
WideOpen engaged by the Chief Consumer Experience Officer to co-create enterprise vision and strategic framework
Work
Enterprise CX strategy
Governance model
Quick-win / fast-start initiatives
Outcome
Clarified enterprise focus and aligned diverse organizational efforts
Streamlined enterprise decision-making and collaboration models
Jump started cultural adoption of focus on the consumer
Pivoting toward a customer-first culture in B2B Technology
Background
Seeking to create a customer-first approach to customer relationship management
WideOpen brought in to work with the Head of Customer Success to prioritize CX efforts based on what mattered most to customers
Work
Cross-functional alignment around customer-first culture
Moments that matter research
CX priorities
Outcome
Created new awareness of customer realities
New “bridge” experiences specified
Integrated CX efforts into existing strategic initiatives
Creating greater intentionality and internal alignment for consumer experience in Healthcare
Background
Myriad uncoordinated CX execution disconnected from strategic drivers of growth
WideOpen hired by Chief Consumer Experience Officer to strategically align and identify highest value enterprise efforts
Work
Enterprise CX strategy
CX portfolio management model
3-year enterprise roadmap
Outcome
Secured leadership approval and operational support for aligned approach to consumer experience
Mapped 137 individual initiatives
Prioritized, streamlined and chartered key foundational efforts, signature moments and quick wins
Understanding why we win and why we lose deals, at scale in B2B Technology
Background
Fighting for market share in a crowded, largely commoditized market
WideOpen brought in to work with the Head of Data & Analytics to understand customer decision-making processes and criteria
Work
Win-loss analysis
Value proposition
CX Center of Excellence
Outcome
Drove alignment around core competitive differentiators
Focused and aligned strategic messaging and communications
Refreshed sales training program
Jumpstarting cross-functional experience collaboration in Healthcare
Background
Diverse executive perspective, operational ownership and participation in CX efforts
WideOpen hired to create leader alignment necessary for enterprise engagement
Work
Peer benchmarking
CX leader formation
Governance model
Program chartering
Outcome
Formed standing leadership committee inclusive of topline governance
Created leadership agreement to pursue 4 critical, cross functional experience efforts
Laid groundwork for future efforts to mature organizational engagement in experience
Building out end-to-end digital engagement in B2B Technology
Background
Seeking to modernize customer digital engagement
WideOpen brought in to work with the Chief Digital Officer to create a customer-driven end-to-end digital experience strategy increase customer engagement
Work
Digital strategy
Strategic initiatives
Content strategy
Outcome
Phased execution in alignment with the strategy
Modernized digital tools and resources for customers
Migrated low-value tasks from human to digital
