Case Study: John Holland Group creates a unified customer-centric experience with The Customer Experience Company

John Holland Group breaks down silos in 16 weeks with The Customer Experience Company

The Customer Experience Company (CEC) partnered with John Holland Group (JHG), a Tier 1 infrastructure company, to address its challenge of delivering a unified customer experience. Operating in a competitive industry, JHG recognized its traditionally siloed approach and lack of a common understanding across business units were hindering its ability to truly meet customer needs and accurately gauge their perception of the brand.

Over 16 weeks, The Customer Experience Company conducted human-centered research across JHG's organization and customer segments. This resulted in a detailed report with key insights and opportunity areas, which JHG used to align its corporate strategy around customer-centricity. The impact was far-reaching, leading the Executive Team to adjust its strategy development process and cascade new ways of working throughout the entire organization, ultimately driving a significant shift in how JHG interacts with its customers and breaking down long-held industry approaches.

John Holland Group