Case Study: Engineers Australia builds a more customer-centric member experience with The Customer Experience Company

Engineers Australia boosts member engagement in 11 weeks with The Customer Experience Company

Engineers Australia, the peak body for the engineering profession, faced the challenge of creating a more meaningful relationship with its members. Despite high retention, engagement with its services was low, and its business units operated in silos without a clear, actionable strategy. The Customer Experience Company was engaged to help define a new customer-centric approach.

The Customer Experience Company developed a CX toolkit and a co-designed customer strategy, which included customer segments, a jobs-to-be-done framework, and validated customer promises. This provided a common language across the business and guided the redesign of membership experiences. The work resulted in a clear boost in member engagement and unified the entire organization, from executives to front-line staff, around the new customer-centric vision.

Engineers Australia