Case Study

Case Study: The CX Transformation Success Secrets Of Crowe

How One B2B Firm Uses Exceptional Client Experience To Fuel Business Growth

May 22nd, 2019
With contributors:
Sam Karpinski , Harley Manning , Shayna Neuburg


(Why Read)

Many companies try to transform their customer experience (CX), but few succeed. B2B public accounting, consulting, and technology firm Crowe has defied the odds and successfully transformed its client experience. Even better: Its great client experience has powered faster revenue growth. This report summarizes Crowe’s path and shares best practices that CX pros at other firms, particularly B2B companies, should emulate. This report highlights the key initiatives that supported the company’s successful CX transformation and offers recommendations to CX leaders at other companies eager to transform their customer experience.

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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.