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Experience Transformation

Organization Experience Business

Case Study

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Better experiences lead to better business outcomes.

We help make this a reality through Experience Transformation.

The Challenge

88% of C-suite executives say that customers and employees are changing faster than they can change their business.

The Solution

Keeping pace with changing customer expectations requires a different approach. We create relevant omnichannel experiences by understanding the moments that matter and the technology, data, and operating models that enable them.

Winning organizations live at the intersection of customer moments and data, and make investments in Experience Transformation.

To deliver powerful customer experiences that drive top and bottom-line growth, we transform your...

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Blue Cross Blue Shield of Massachusetts

Staffing XT

Most engagements are run with multiple teams delivering work siloed within their expertise. This work is different.

Experience Transformation requires a level of complexity to re-design systems, so it is vital to develop a single team that works collaboratively across a diversity of disciplines.

This shift in expectations and working outside of normal modes isn’t easy, but it’s required to succeed.

For more information on staffing and costs, contact us.

1. Across Disciplines
Build a team with the right expertise

  • Service & Experience Design
  • Growth & Business Design
  • Marketing Strategy
  • Experience Platforms
  • Health Strategy & Consulting
  • Applied Intelligence

2. Our People
Nurture and staff the right people

  • Adaptable: Find flexible people, not ridged approaches
  • Humble: Check ego at the door
  • Experimental: Acceptance of ambiguity
  • Experiential: A diversity of life experience over work experience
  • Scrappy: Get ready to roll up those sleeves

3. Team Culture
Thoughtfully build team norms

  • Funductivity
  • Team norming
  • There is no one right way, so prepare to pivot
  • Cross-functional shareouts
  • Informal feedback discussions
  • Top-down collaborative culture
  • Moments of Mindfulness

Our Process


What is the experience like today and where are there opportunities to better meet the needs of our customers?

Landscape Assessments
Customer Research


What is the transformative but actionable vision for the future – one that achieves both experiential and business objectives?

Customer Journeys
Enterprise Segmentation
Technology Roadmap


How would the envisioned experience practically work and what does the organization need to activate the solution?

Future-State Roadmap


How do we start deploying solutions using test & learn methodologies while delivering business value?

Op Model Implementation
Capability Building
Insights Dashboard
OMNI-Channel Service Model

Scale / Evolve

How do we continue to evolve our capabilities to keep up with changing customer needs and market dynamics?

Governance Implementation
Enterprise CX Capabilities

No matter where you are...
we can help you deliver.


Areas of Expertise

From experience strategy to systems design our capabilities run across a spectrum.


Faster to Market

Delivery with speed and agility through HCD and LEAN start-up methodologies.


Industries of Focus

Deep subject matter expertise from energy and utilities to travel and health.