Customer experience and engagement

The evolution of customer experience

Understanding market shifts is crucial. In the manufacturing age, companies controlled the buying process. The distribution age expanded reach through modern transportation. The information age brought the internet, enabling customers to access content and reviews from peers. Now, in the age of the customer, digital proliferation and social media have made customers smarter and more resourceful. As a result, a better customer experience is a serious competitive advantage.

By designing and creating more valuable customer experiences and encouraging employee engagement,  firms benefit from higher customer and employee satisfaction and profitable growth. Investing in customer-centric operating models delivers measurable success in revenue and profitability. Our services help you navigate these changes and leverage customer experience as a competitive edge.

Why customer experience matters

In today's digital age, customers are more mobile, consume more reviews, and buy more online than before. To keep up with these challenges,  companies must become  customer-obsessed and adopt four key market imperatives:

• Embrace the mobile mind shift.
• Maximize customer intelligence by turning big data into actionable insights.
• Transform customer experience for a broad impact.
• Become more effective through digital transformation.

Studies show that customer-centric companies can more than double their revenue growth and profitability compared to those that do not prioritize customer experience.

Our unique customer experience and engagement approach

At RSM, we take a dual-lens approach by looking from the inside out and the outside in to understand and reshape the customer experience. Internally, we bring together cross-functional teams to get a clear picture of organizational goals, day-to-day operations and broader business drivers. On the external front, we dig deep through Voice of the Customer (VoC) and Voice of the Business (VoB) research to surface real pain points, expectations and opportunities across critical customer journeys.

We don’t stop at collecting insights. We connect the dots. By blending what customers say with what the data shows, we can identify the most impactful initiatives and weigh them against what’s doable. The result is a focused, customer-first strategy with a strong business case backed by tangible results like increased loyalty, higher satisfaction and lower service costs.