McorpCX Helps Clients Better Compete And Drive Value By Improving Customer And Employee Experience

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Below is our recent interview with Chirag Gandhi, Chief Technology Officer at McorpCX.

Q: Could you provide our readers with a brief introduction to your company?

A: McorpCX is an independent, partner-led consultancy that helps clients better compete and drive value by improving customer and employee experience. Recognized by industry analysts as a customer, employee, and digital experience strategy, services, and solutions leader, we unlock growth by reimagining the ways that organizations sell to, serve, and engage with their audiences.

Since our founding in 2002, we are – and have always been focused on customer experience improvement, helping drive measurable business value and experience-led business success for mid-market and Fortune 500 organizations including Microsoft, Best Buy, Intel, Roche, and The Hanover.

Q: Any highlights on your recent announcement?

A: I’m thrilled to be joining the team of experience management experts at McorpCX. It’s an exciting time to be in the customer experience space as the importance of technology and technology-enabled services at driving customer-centricity and experience-driven differentiation our clients aspire to is more important than ever. I look forward to helping the firm excel in its next phase of growth.

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Q: Can you give us more insights into your offering?

A: Our services fall into three related offerings:

• The first is helping organizations increase Customer-Centricity and Enabling Customer Experience Management capabilities by planning for and building the necessary CX operational infrastructure.
• The second is about improving Customer and Employee Experiences, by designing and implementing new experiences using tools like design thinking, persona, and journey mapping.
• The third is optimizing and operating experience measurement, listening, and management with “listen, analyze, act” voice-of-customer systems.

Q: What can we expect from your company in next 6 months? What are your plans?

A: Without going into details yet, we will be focusing on packaging our 20 years of experience and intellectual property and announcing a new managed service offering for VoC systems, targeting organizations that have systems like these in place but wish to see greater consistency, greater ROI, and greater insights-to-action from their investments. Also, we’ll be announcing a CX learning and education program which will help everyone in an organization better understand customer experience and new ways of thinking and working to better deliver it, no matter their role or where they sit.

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Q: What is the best thing about your company that people might not know about?

A: In my conversations with competitors, clients, analysts, partners, and customer experience industry leaders I have constantly been told that the quality of our work is better – it is more defensible, and more actionable than any they’ve seen as a buyer or seller of similar services. And second, that we’re the best customer experience and digital experience strategy consultant that few have ever heard of. It’s time for us to start changing that.