The customer’s European division sought to differentiate in B2B by elevating customer experience as a strategic imperative. It aspired to become a long-term, trusted digital transformation partner to its customers. Its culture, ways of working, and customer relationships required a tailored approach to scaling CX across the region. From 2020 to 2024, the organization implemented a comprehensive customer experience transformation program for its core ICT business. It brought in seasoned CX professionals, formed a customer experience performance center, and created a dedicated CX community aligned with business experts. It also established clearer CX accountability, introduced frameworks such as a CX maturity staircase, and developed standardized processes, tools, and templates that could be customized by account teams and customers. The approach moved beyond annual NPS surveys to cocreate improvements with customers and generate actionable insights. The program delivered measurable gains in Net Promoter Score across service lines. NPS increased by nearly 30 points for core ICT services over the 2020–2024 period. NPS also rose by 42 points for digital transformation services during the same timeframe.

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