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...

Organization

Customer-driven practices

We seek to understand needs before creating solutions. We do this by learning fast and working together to deliver inclusive, meaningful customer solutions.

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Experiences

Relevant omni-experiences

We discover and design end-to-end solutions that meet our customers where they are, anticipating and exceeding expectations.

LEARN MORE

Business

Experience-led profitability

We connect customer experience to outcomes such as quality, affordability, and equity, to meet customer needs while driving business value.

LEARN MORE

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

Discover

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

Landscape Assessments
Customer Research

Design

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

Customer Journeys
Sprints
Enterprise Segmentation
Technology Roadmap

Define

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

Vision
Future-State Roadmap

Activate

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.

15+

Areas of Expertise

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

5x

Faster to Market

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

20+

Industries of Focus

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

The XT Team

Alex Barok
Alli Leung
Anthony Bennett
Anyssa Chebbi
Dana Kanaan
David Kim
Derek Stanley
Isabel Ngan
Frank Guia
Kate Fallon
Kavita Umarani
Mahira Raihan
Mike Brozozowski
Sarah Stewart
Sharee Taylor
Sonia Salunke
Sunny Lee
Tom Conroy

“In my 25 years, I’ve never seen such an amazing team deliver CX work to this level.”

“This was the strongest, most cohesive team culture I've witnessed my entire time at Accenture. This team embodied what it meant to be truly One Accenture.”

Mike Brozozowski
Managing Director, Accenture Song

“I refuse to go to solution now until we have more on the experience and the journeys.”

Lisa Glenn
VP, BCBSMA

“This was the strongest, most cohesive team culture I've witnessed my entire time at Accenture. This team embodied what it meant to be truly One Accenture.”

Sunny Lee
Sr. Manager, Accenture Song

Faces of the Team

“What a powerhouse of a group it is. Strategic and empathetic leaders, each and every one, leaning into each other like I've never seen before.”

— Marketing Strategy Sr. Manager

“This team embodied what it meant to be truly One Accenture. Everyone had everyone else's back and it was a pleasure to witness.”

— Song Managing Director

Leadership & Program Leads

Thomas Conroy

Michael Brzozowski

Jaime Bloom

David Kim

Sharee Taylor

Strategy

Sunny Lee

Jennalee Reiff

Kate Fallon

Dana Kanaan

Experience

Sarah Stewart

Isabel Ngan

Francisco Guia

Operating Model

Anoop Bhogal

Alex Barok

Anyssa Chebbi

Sonia Salunke

Technology

Derek Stanley

Kavita Umarani

1 / 3

Design Sprints

Client Impact “We have five pods... without a doubt the output that you guys have given us will impact all five of them... You understood where some of the viewpoints came from and balanced those with a holistic picture of the member journey that made everyone feel heard.” – Emily Iacolo “The whole thing was a pleasant surprise… you delivered a lot more in two weeks than what I thought was possible… I refuse to go to solution now until we have more on the experience and the journeys.” – Lisa Glenn

Sprint Outcomes

Our deliverables immediately impacted the work of all 5 PFH pods
The validation of themes directly informing the ‘Who’ pod
The development of two sprint concepts through the ‘How’ Pod which are primed for a Q4 2022 release
The VPCP team developed requirements and are prioritizing when they can implement (2023 or 2024)
Planned internal discussions to embed and establish governance with cross-functional stakeholders

Lessons Learned

Our ability to take ideas and build them out to high fidelity prototypes in short timeframes allowed the clients to see an immediate impact and change their mindsets
Have space between sprints to incorporate learnings from one to other
Do a final check ahead of sprint with other workstreams underway to ensure alignment
Prioritize updating existing channels vs. creating new ones

2 / 3

Processes

Implement the BX Op Model

Align ways-of-working to standardize, improve, and build the practice.

People

People with BX Skillsets

Activate BX opportunities by re-formalizing and expanding CX offerings.

How we deliver Activation

Insights

Enterprise BX insights

Measure and strategically activate a BX vision through more robust insights.

Processes

Evolve BX Enablement

Invest, partner and develop core foundations for BX, CX, and PX enablement.

How we inform Activation

3/4

Imagine being able to directly track top and bottom-line performance to every initiative and understand how customer insights were driving them. This is the ecosystem we have started to bring to life.

This BX Loop captures all data we need to know about our customers, products, and services aligned to the journey to track direct CX-driven impact.

Close

XT Home

Experience Transformation

Organization Experience Business

Case Study

Better experiences lead to better business outcomes.

We help make this a reality through Experience Transformation.

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

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...

Organization

Customer-driven practices

Experiences

Relevant omni-experiences

Business

Experience-led profitability

View Case Study

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 DisciplinesBuild a team with the right expertise

2. Our PeopleNurture and staff the right people

3. Team CultureThoughtfully build team norms

Our Process

Discover

Design

Define

Activate

Scale / Evolve

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

15+

Areas of Expertise

5x

Faster to Market

20+

Industries of Focus

The XT Team

“In my 25 years, I’ve never seen such an amazing team deliver CX work to this level.”

“This was the strongest, most cohesive team culture I've witnessed my entire time at Accenture. This team embodied what it meant to be truly One Accenture.”

“I refuse to go to solution now until we have more on the experience and the journeys.”

“This was the strongest, most cohesive team culture I've witnessed my entire time at Accenture. This team embodied what it meant to be truly One Accenture.”

Faces of the Team

“What a powerhouse of a group it is. Strategic and empathetic leaders, each and every one, leaning into each other like I've never seen before.”

“This team embodied what it meant to be truly One Accenture. Everyone had everyone else's back and it was a pleasure to witness.”

1 / 3

Design Sprints

2 / 3

3/4

The BX Loop

Want to learn more?Get in touch with us.

Download the deck

1. Across Disciplines
Build a team with the right expertise

2. Our People
Nurture and staff the right people

3. Team Culture
Thoughtfully build team norms

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

Want to learn more?
Get in touch with us.