When Strategy Meets Execution
From human insights to real-world results.
From Disconnected Insights to a Measurable Customer Experience Framework
The Challenge They Faced:
The All of Us Research Program—the NIH’s most ambitious precision medicine initiatives—needed a cohesive customer experience (CX) strategy to better engage participants, researchers, and partners. Among dozens of research partners, and throughout the NIH, each group collected data and feedback independently, making it impossible to understand the end-to-end experience or identify what truly drove participation and trust.
Our Approach:
We partnered with NIH to design a CX strategy and governance framework that connected insights, leadership, and action. We built a cross-functional task force, established measurable goals, connected data signals to those goals, and created actionable playbooks and user journey maps to guide implementation. We also built a change management plan to embed CX practices across teams and ensure long-term adoption.
The Business Impact:
Unified, measurable CX strategy implemented with consistent tools, processes, and governance across partners
30% faster research to insights based upon a new research and analysis process
Established a lasting foundation for participant engagement, continuous measurement, and self-sustaining CX capability
Additional Case Studies
How We Transform Insights Into Action
Discovery: We lead with understanding your business goals, not just user preferences. Our approach means working with your team to identify strategic challenges that customer experience can actually solve.
Collaborative Implementation: Research becomes reality through systems that work across departments. We don't just deliver—we create processes that help teams consistently act on insights.
Measurable Outcomes: Every recommendation connects to metrics executives care about. From conversion rates to cost savings, we track the impact you can present to the board.
Sustainable Transformation: Your team learns to make customer-focused decisions every day, creating lasting change that continues delivering results after we're gone.
Ready to Turn Customer Insights Into Real Results?
Stellar customer experience isn't about making things prettier or easier to use. It's about creating moments that spark change, build loyalty, and drive measurable outcomes.
Let's talk about how our solutions approach could work for your business.
During your strategy session, we'll:
Start by understanding your business goals
Explore how your customer insights could create the most significant impact
Identify opportunities your competitors might be missing