What we know

To be a leading brand and providing great customer experience doesn't happen by accident

Challenge

The speed at which customer expectations are changing is only going to accelerate

Opportunity

Sustained success will be the result of continuously making decisions that are connected with your customers' expectations and that keep your brand promise

Solution

Continuously analysing and anticipating customer needs and intentionally designing and delivering differentiating customer experiences that keep the promise

We help leaders and organisations improve their customer experience, and build the capabilities, culture and competencies that are fit for purpose and for the future.

You know your customer experience is critical to your company success, and you need a hand to gain buying and shape your strategy and roadmap

Accelerate: You want to fix a specific customer experience issue, accelerate and drive value realisation

Embed: You’re looking for help to make more impact and embed a customer centric culture

Consulting

Are you starting or accelerating on your customer experience journey and need support to address a specific challenge?

Coaching

Do you want to maximise your performance with someone in the background saving you the learning curve?

Training

Are you looking to advance your professional development, for yourself, your team or your company?

On demand Benchmark

Do you need to identify gaps in your organization to achieve optimal performance?

Why CX-impact?

Because we are former CX practitionners, we have been in your shoes, we have made mistakes so you don't have to...

Impactful

We thrive on making a meaningful difference, leaving things better than we found them for colleagues and customers.

Generous

We always share our experience, energy and learnings to speed up your journey and give you and your customers great value.

Transparent

We’re open and honest and will share things as they are, holding up the mirror so you can get closer to customers and make informed decisions.

Bold

We’ll challenge you and support you to meet ambitious objectives. We’ll drive hard for results whilst recognising your heroes and creating a positive momentum for your customer experience programme.

Olivier Mourrieras

Olivier provides through Paris-based CX-Impact, personalized advice and coaching support for leaders who want to start, accelerate or reboot their customer experience strategies.

Benoit Rengade

Benoit is a BAIN & COMPANY Independent Advisor. Benoit has been serving as Voice of Customer Director for Michelin Group.

Laurence Body

Laurence is an expert in customer experience management and human-centred design. She runs X+M, a studio that helps old economy players, public administrations and territories to innovate through customer experience and human-centred service design.

Balazs Szabo

Balazs Szabo is one of those rare breeds with the combination of competencies and expertise in lean six sigma, customer experience and digital.

Virginie Mallié

Virginie runs all the events, training coordination and back-office functions at CX-impact. She is also the founder of V2M which provides Administrative and Human Resources support to medium size businesses.

You know your customer experience is critical to your company success, and you need a hand to shape and gain buy-in on your strategy and capability roadmap

We will help you set up a leading customer strategy and specifically

- Create an alignment among your colleagues and leadership team around the desired experience, what makes your brand so unique (your North Star)

- identify what capabilities are already in-house, what's missing and how to fill the gap between current and target state.

- Identify your sources of customer insights and how to strengthen your set up so that all your colleagues can take better decisions, faster.

- Map your current customer journey and identify key areas of improvement and moment of truth that need redesign.

You are looking for help to improve your personal impact and embed a customer centric culture

We will help you

- design and deploy roles, responsibilities, cross-functional governance, objectives and rewards for optimal colleague engagement and empowerment

- upgrade your colleagues and your skills and competencies through best in class training: Mastering CX (ideal preparation for professional CX qualification) and Service Design

- make the best of your limited resource without going for a full consulting engagement with a bi-weekly coaching programme.

Do you want to fix a specific customer experience issue, accelerate and drive value realisation?

We will help you

- drive innovation and improvement sprints in less than 10, 30 or 90 days (Agile and Service Design)

- create and deploy your omnichannel innovation and improvement roadmap based on your customer needs and drivers

- measure the impact through an effective KPI steering mechanism

- identify your organisation's level of customer experience maturity and how to embed the capabilities that are required to continuously deliver that differentiating edge your customers expect

Get in touch

If your interest is urgent, please use the telephone number listed below. Otherwise, we will reply by email as soon as possible. We are here to help!

Olivier Mourrieras

Founder, CEO of CX-impact, former Board Advisor at E.ON Global Customer Experiance

Olivier is the founder & CEO of CX-Impact, which provides advice and coaching support for leaders who want to start, accelerate, or reboot their customer strategies. CX-impact is a CXPA recognized training provider since 2020.

Olivier is a senior practitioner and he has spent the last 6 years supporting exec leaders across many industries to deliver the value uplift from experience. He served as a CX practitioner Chief Customer Officer at Orange Business Services (London, UK) and at E-ON (Essen, Germany). The programmes Olivier led transformed organisations with multiple regions, products, channels and functions and are often used as showcases.

Olivier is a regular conference speaker, co-author of Customer Experience 3, Amazon #1 in the US, UK and Germany in Marketing, Strategy and Customer Service in 2021.

Olivier is a BAIN & COMPANY Independent Advisor.

Benoit Rengade

CEO & Founder, CX Elements; AFM Telethon Board Member

Benoit has been serving as Voice of Customer Director for Michelin Group from the creation of this role in 2016 to 2022. In 2021, under the sponsorship of the Executive Committee, he drove Michelin to develop and deploy a training on sustainability specially designed for Salespeople.

Benoit has served in several senior sales functions between 2000 and 2016, primarily in B2B markets, notably in the Nordics, Japan and Korea. Benoit regularly teaches Customer Experience at Essec Executive Education (Paris) and Hochschule Wirtschaft Zürich. Prior to joining Michelin, he spent 4 years in New Caledonia in the tuna fishing industry, and 3 years in business development functions at Total Petroleum.

Benoit is also Vice President of a major French charity, AFM-Telethon, involved in medical research and gene therapy.

Benoit is a BAIN & COMPANY Independent Advisor.

Balazs Szabo

Former Head of Customer Experience and Digital Development at E.ON Hungaria

Balazs Szabo is one of those rare breeds with the combination of competencies and expertise in lean six sigma, customer experience and digital. He adds huge value when it is about:

Putting the customer into the heart of the operations and help the entire organization adapt.
Applying service design principles to implement new services and products or redesign core business processes.
Saving time, costs, and waste, incorporating latest Lean Six Sigma tools and techniques.
Driving big change programs involving cross functional teams and organization in complex corporate environment.
Balazs partners with CX-impact in the delivery of the CCXP training globally.

Masterclass Paris 2021

Masterclass Bucharest 2021

Our mission is to help you engage and lead your business to noticeably improve your customer experience for a stronger return

What we know

Challenge

Opportunity

Solution