Our Story

Business Partners from Day One
Concannon Business Consulting was founded to address the growing need for experienced project and program management teams across a variety of industries. Our team is comprised of experienced resources that deliver immediate project impact and value for our clients, with the mission of 100% customer satisfaction. Our company has grown from two business partners to dozens of consultants servicing clients in the automotive, financial, high-tech, hospitality, retail, and consumer packaged goods industries.

Locations

» Los Angeles
» Dallas

Latest News

inquire@concannonbc.com

+1 949 419 3801

Top
 

Customer Experience

From technology to interactions, customer expectations have changed. Are you managing the customer experience well enough?
cx_loop_medium

Attracting & Retaining Customers

Concannon Business Consulting has developed and led comprehensive Customer Experience programs for market-leading automotive, telecommunications, and CPG clients facing complex customer challenges in rapidly changing markets.

Our CX Experience:

Customer Analysis

We have extensive experience analyzing customer bases, including segmentation, profiling, and messaging preferences

Feedback Programs

We have delivered market-leading programs from customer surveys to call center ratings and social media metrics

Data Insights

We routinely develop actionable data monitoring platforms including dashboards, sales correlations, and text analytics

Strategic Planning

We know how to bring strategic thinking to roadmap development, field training, and marketing aligment

Customer Experience Services

We evaluate the customer environment and develop a strategic roadmap to achieve the goals for Customer Experience

Assessment

The Learn phase of an assessment focuses on learning about programs, customers, channels, and goals related to customer experience.

During this phase we gather data from Customer Experience software and develop insights to make the most informed strategic decisions possible.

This includes site reviews, social media, surveys, web, and call center data all aggregated to generate key voice-of-the-customer insights and strategic alternatives.

The Focus phase of an assessment is centered on focusing the goals and available resources to maximize the impact of a customer experience program.

During this phase we develop the winning proposition and identify priorities that will serve as the roadmap for all Customer Experience activities.

We build on identified strengths and improve on weaknesses to understand the requisite competitive focus, winning proposition, and strategic priorities.

The Align phase of an assessment revolves around aligning stakeholders, performance metrics, and resources to the needs of the customer experience program.

During this phase we translate goals into operational plans that position the company to achieve its strategic Customer Experience goals.

We develop a roadmap to guide awareness, discovery, purchase, service, and retention initiative planning and enterprise recommendations.

We work with the customer’s business and technology teams and provide project management services for Customer Experience initiatives

Project Management

A key step in any Project Management activity is the development of a robust and realistic project plan to organize timelines, resources, and deliverables.

To develop a project plan, we determine what needs to be done, who does what, when and where across the project, including roll-out plans.

This is all translated into a detailed plan with corresponding timelines, stakeholder commitments, milestones, and go/no-go deadlines.

A good project plan must be accompanied by strong governance to keep projects on track and prevent roadblocks from occurring down the line.

We work closely with client PMOs to develop and enforce policies, roles and repeatable processes that define the establishment, management and control of the project.

Throughout the project, governance policies are consulted and acted upon to ensure all resources and stakeholders adhere to best practices.

While almost every project will encounter issues at some point, robust issue and risk management practices can prevent minor problems from turning into major issues.

As part of project management we identify and track issues, risks, and countermeasures for the project to ensure successful execution despite inevitable roadblocks.

This involves working closely with stakeholders and contributors throughout the project lifecycle to evaluate current state, surface potential problems, and develop strategies to manage them.

Few large projects in modern organizations can be completed without significant help from vendors, whether they be software, marketing, hardware, or service partners.

Our customer experience project management approach involves creating and maintaining appropriate tools to track vendor resource responsibilities, milestones and progress against the project plan.

Throughout the project we also work closely with vendors to ensure deliverable expectations are met and communication channels are clear.

Project management is only as good as the communication to involved parties.  A key aspect of this is frequent progress reporting at multiple levels.

As part of our project management approach, we provide regular reports on progress against timeline, budget and development goals as well as roadblocks and mitigation plans.

This keeps all parties informed throughout the project and allows visibility into potential issues or impacts to other projects as they arise.

We develop a planned approach to manage the effects of the Customer Experience strategy on the organization and its people

Organizational Change Management (OCM)

The first pillar of OCM focuses on assessing the organization and establishing the support for driving and maintaining change.

This involves gaining an understanding of the current organization and team structure, customer experience priorities, and existing initiatives.

A successful implementation of this pillar ensures that stakeholders are bought in and aligned on the business need for change.

The second pillar of OCM coaches leadership to actively lead the transition and arms leaders with the resources that they need to guide their teams through transitions.

This involves a combination of workshops, stakeholder responsibility identification, buy-in, training, and communication planning to bring everyone on-board.

Successful implementation of this pillar ensures that leadership is equipped with the tools and knowledge necessary to own, lead and manage change within their teams.

The third pillar of OCM focuses on aligning the message of each initiative with the overall strategies identified for the organization.

This involves developing and disseminating communications to internal and external stakeholders, employees, and even customers to inform them of changes and ensure changes are understood ahead of time.

Successful implementation of this pillar ensures that key stakeholders are informed of the product and process changes and change impacts.

The fourth pillar of OCM establishes the skills and education needed for adopting and sustaining change throughout the program life cycle.

This involves training multiple levels of stakeholders to ensure they gain competency and comfort with the changes they will be managing long-term.

Successful implementation of this pillar ensures that groups are trained on the product and process, and able to effectively message the value proposition to customers.

Ready to Boost Your Customer Experience?

Our Customer Experience expertise combines technology, strategy, and change management to develop and manage top-tier CX programs for companies of all sizes.  From initial assessment to long-term improvement plans, we take pride in a hands-on approach that has proven successful at attracting, delighting, and retaining customers across multiple industries.
Contact Us Today
ribbon_icon_500px