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

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

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

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

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Consulting

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

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Coaching

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

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Training

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

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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.

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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.

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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.

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.

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


CX-impact 2021 - Tous droits réservés. Créé par Laszlo Vincze

    Mastering Customer Experience
    Classroom Bucharest

    21st - 22nd Sept 08.30-12.30 CET








      Mastering Customer Experience
      Online course

      25th - 28th Jan 2022 08.30-12.30 CET




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        Mastering Customer Experience classroom Budapest

        24th - 25th November 08.30-16.30 CET




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          Mastering Customer Experience classroom Paris

          17th - 18th November 08.30-16.30 CET




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            Mastering Customer Experience classroom Paris

            14th - 15th October 08.30-16.30 CET








            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 Mourrieras (CCXP) is as passionate about customers as he is driven towards results. The customer experience radical change plans that he led as executive at Orange and E.ON for over 12 years achieved spectacular customer results (average +10 points NPS per year).

              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.

              Olivier’s background in customer operations brings a very practical and energizing touch to his approach and in particular how to define customer centric visions, translate them in customer impact, target improvement areas and upgrade the customer centric corporate agenda to enable the front line sustainably. Olivier is the founder of CX-Impact.

              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.