CXB HUB is a team of consultants with operational experience in hospitality, industry, retail and distribution, and methodologies adapted to all organizations wishing to improve the experience of their customers (or users , patients, partners, distributors, etc. and employees. This wealth and this expertise have convinced many customers from various sectors of activity (such as retail, hospitality and tourism, industry and professional distribution, health, medico-social, pharma, equipment medical, services, luxury, energy, etc.).
Auchan Retail International
China: Commercial innovation project and cultural change to accelerate the spirit of innovation and customer-centricity, incorporating the creation of customer and employee rituals.
Leroy Merlin Romania
Boosting CX (Customer Experience) and EX (Employee Experience): Enhancing customer satisfaction and service efficiency, while cultivating a customer-centric culture.
The facility management specialist has called upon CXB HUB to define moments of truth and create rituals and attitudes that align with its promises.
CXB HUB worked with the France and United Kingdom teams of Eurotunnel to enhance the B2C customer experience.
– Establishment of the service framework.
– Creation of an app for use by employees and frontline managers.
– Train-the-trainer program for employees and frontline managers.
CXB HUB introduced the customer voice into Mersen’s industrial environment, conducting both qualitative and quantitative studies among distributors.
CXB HUB supported the Customer Experience Department of the group in selecting and structuring internal support methodologies.
We assisted Schneider Electric in analyzing the satisfaction of its distributors in Russia.
Thermo Fisher Scientific
CXB HUB developed a strategic roadmap for a business unit of the American multinational, resulting in a 70% increase in their “customer centricity” score within a year.
Association Sacré Cœur
CXB HUB developed the establishment project for the Sacré Cœur association to improve the satisfaction of residents in EHPADs (Etablissement d’Hébergement pour Personnes Âgées Dépendantes) and their families.
Group La Poste
We conducted strategic benchmarks and facilitated the CX committee to better incorporate customer experience into the group’s ten-year plan.
CXB HUB helped Engie’s dedicated customer service for key accounts to achieve over 30% improvement in its customer satisfaction and NPS (Net Promoter Score) indicators within one year.
CXB HUB deployed NPS measurement methodologies across all business units of Veolia to meet the group’s strategic objectives.
Determining the Novotel Vaugirard customer experience tailored to the new concept and generating the “Wow” effect. Attracting and retaining employees: creating the employee experience to enable greater autonomy and empowerment.
We created and led an executive committee aimed at enhancing the skills of senior executives and customer experience managers in customer-centric strategies