Kingspan – Xperience Associates

Measuring & transforming customer experience with B2B contractors in the manufacturing sector.

The Business Challenge

Kingspan today is a €4.6bn revenue group with five main business streams across 166 manufacturing sites in over 70 countries. Kingspan engaged Xperience associates to co-create a new customer experience initiative and help a strategic cultural shift across the group, from “operational” excellence towards “Customer” excellence.

The CX Solution

The multi-year engagement drew upon our CX services

Customer journey mapping – standing in customers’ shoes over 3-months, we tracked the entire customer journey, from the initial technical enquiry to manufacture and on-site delivery. At each step we captured the real experience at physical & digital touchpoints. The findings provided a catalyst for change and helped secure full support from the board of management.

Drive improvements – It was important for this initiative to deliver tangible benefits and gather momentum. Xperience associates helped establish a governance process and cross-functional CX working teams, to focus on driving real CX improvements. One working team used real-time vehicle tracking and created a mobile app to enable customers to track the delivery vehicle on route.

Measurement + Insight – to help foster a cultural shift from “operational” excellence towards “Customer” excellence. Xperience associates helped position NPS® with other customer measures, as Key Performance Indicators. We designed of a Voice of Customer feedback architecture and led the selection process for a SaaS CX platform. Co-created a global experience tracker, for all business divisions and surveys for key touchpoints.

The Results & Benefits

End-to-End customer thinking and new CX disciplines helped Kingspan to sharpen their ‘customer focus’ across the group.

The Voice of Customer programme provides robust measurement & insight for all 5 business divisions, in over 50 markets.

A valuable contribution towards embedding a strategic cultural shift from “operational” excellence to “Customer” excellence.

“It is great to have Xperience Associates as a very practical extension to the team, who can complement our existing skills.”

Helen Flood, Head of Customer Experience

Want to learn more?

To talk about harnessing the benefits of our CX services get in touch.

Email | hello@xperience-associates.com Web | www.xperience-associates.com