Customer Experience Transformation

Deliver an Outstanding Customer Experience

90% of top companies are competing primarily on the basis of customer experience – across many industries! It is an important area for all of us to consider.

However, transforming your customer experience is challenging and complex. The journey must begin with a clearly defined vision for customer experience. What customers want their experience to look like. Upon defining the vision, successful transformation requires technology, processes, people, culture, and brand to be incrementally aligned.

Emergent has developed our Customer Experience Framework™ to make the journey easier and cheaper for organisations across a range of industries.


top companies compete primarily on the basis of CX (Forbes)


companies that work to improve their CX report an increase in their revenue (Dimension Data)


Customer-centric companies are 60% more profitable than companies not focused on CX (PWC)

The Importance of Customer Experience

A focus on customer experience (CX) is vital in the modern economy, as is highlighted in the following statistics:

The challenges that you might face include:

  • 90% of top companies compete primarily on the basis of customer experience – up from just 36% in 2010 (Forbes)
  • 84% of companies that work to improve their customer experience report an increase in their revenue. (Dimension Data)
  • 73% of companies with above-average customer experience perform better financially than their competitors. (Temkin Group | Qualtrics XM Institute)
  • 96% of customers say customer service is important in their choice of loyalty to a brand. (Microsoft)
  • 73% of consumers say a good experience is key in influencing their brand loyalties. (PWC)
  • 77% of consumers say inefficient customer experiences detract from their quality of life. (PWC)
  • Customer-centric companies are 60% more profitable than companies that don’t focus on customers. (Deloitte)

Outstanding Customer Experience CompactEmergent defines customer experience (CX) as “the sum of all experiences which a member has with an organisation, and how they perceive their experiences”. CX is a much more than customer service. It encompasses all experiences with an organisation – whether with people, brand, technology, premises. The following quote from Hyken puts CX into this broader context:

“Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. But while 80% of companies believe they deliver “super experiences,” only 8% of customers agree. In other words, companies have a long way to go. And, that means there is tremendous opportunity to disrupt a competitor or gain market share in an industry. Everything a brand does – the way it does its marketing, research, advertising and more – all play a role in shaping the customer’s experience. Focusing on customer experience management (CXM) may be the single most important investment a brand can make in today’s competitive business climate.” (Hyken, 2020)

Differentiation of your organisation is vital, and the experience which customers have will determine how much long-term success you will have.

To differentiate your organisation, there is a need to align the capabilities of the organisation with the desired customer experience. Brand, people, business processes, and technology (digital) must be aligned to consistently deliver the experience which each customer wants to have. Without aligning all capabilities, the organisation will not consistently meet or exceed customer expectations, and services and offerings will not be fully utilised.

The figure below highlights that an outstanding customer experience is the intersection of brand, process, technology and people. Without alignment, customer will not have an experience which is outstanding or consistent.

Successful Transformation

Whether you are just starting your CX journey, or moving to the next level, we can work with you through the following stages:

​​Customer Consultation

A person-centred approach will be taken to crystalise who customers are as people, what is important for them, how they want to engage with the organisation, the environment they operate within, and how time affects them.

Important activities include:

  • Analyse Current Documentation & Staff Knowledge
  • Recruit Customers
  • Focus Groups
  • Co-Design
  • Surveys
  • Design Thinking Workshops
Consultation compact

​​​​Research & Analysis

Once consultation has commenced, extensive analysis can be undertaken, if required, to gain a deep understanding of customers and to design what an outstanding customer experience would look like for them. This is typically commenced while consultation is underway to maximise the value from the consultation process. We like to collaborate with customer and staff working groups during this stage.

Important activities include:

  • Customer Needs Analysis
  • Co-Design Workshops
  • Experience Design
  • Customer & Staff Working Groups
Configuration compact

​​Blueprint Development

The Customer Experience Blueprint (or Service Blueprint) encompasses what’s important for customers, the journey they want, how they want to engage with the organisation, and how time & environments need to be taken into account. Find out more.

Important activities include:

  • Journey Design
  • Co-Design
  • Blueprint Development
  • Presentations to Stakeholders
  • Business Model Design
  • Infographics
Customer Experience Compact


Delivery of the enhanced customer experience will require a change in culture, people, technology, and brand. The Blueprint will clearly define the vision for the CX, and the Roadmap will clearly define how it will be progressively implemented.

We will work with a cross-section of stakeholders to determine required changes to business capabilities, what initiatives will be required, prioritisation, and next steps. We will work together, communicate constantly, implement in an agile way, and measure the realisation of benefits.

Your organisation can reap rewards which come from CX.

Important activities include:

  • Capability Assessment
  • Roadmap Development
  • Incremental / Agile Implementation
  • Benefits Realisation
Roadmap compact

Customer Experience Framework™

Emergent has the Customer Experience Framework™ which enhances and speeds up stakeholder consultation, customer experience design, and implementation planning.

The Framework includes:

  • Experience Lab™ to provide a structured approach and ensure that current information can be utilised as effectively as possible.
  • 6 Facets of Customer Experience™ to ensure that all facets are considered in the design process.
  • Pre-built surveys to capture valuable input from customers and staff.
  • Blueprint enables the future state customer experience to be clearly defined, and also crystallisation of who customers are as people. comprehensive and modular.
  • Project Lab™ to guide the process for planning the incremental implementation of the enhanced customer experience.
Future State Design

Experience Lab™

6 Facets of CX Cropped

6 Facets of Customer Experience™

CX Blueprint compact

Customer Experience Blueprint

Surveys compact

Pre-Built Surveys

Project Planner

Project Lab™

We are Ready-to-Go

Whether you are implementing Epicor for the first time, or upgrading, we are ready to work with you.

Engage us to provide an excellent starting-point. Our resources, templates, and know-how includes:


Customer Experience Framework™ Recommendations for enhancements to Epicor dashboards and trackers
Templates for Journey Mapping Project Initiation Document and Project Schedule
Agendas and resources for all focus groups and workshops Project Execution Plan, Benefits Register, Risk Register, Issue Register, Budget Tracker
Survey Templates Change Management Plan and Communications Plan

Models for engaging Emergent Consulting

We can be engaged as independent consultants via any of the models below:

  • Manage and deliver the project
  • Deliver specific stages of the project
  • Independent advisory (flexible hours)

Speak with us about your requirements and the way you would like to work with us.

Book your Free Consultation