Case Study: TTI Inc achieves executive buy-in for CX and early VoC wins with InMoment

Tactics for Winning Executive Support for your CX Program

TTI, a global manufacturer of power tools, outdoor and floor care equipment, began its CX/VoC journey in 2018 under VoC Lead Abhijeet Singh. The team faced early challenges proving the fundamental value of CX to skeptical senior leaders, competing without industry benchmarks, and navigating a complex multi-brand, multi-segment business (B2C, B2B, dealers/retail partners) that made prioritizing and collecting feedback difficult.

To address this, TTI expanded its CX remit to cover end-to-end brand, purchase, product and service experiences, introduced monthly senior management insights meetings and a quarterly VoC advocacy board, and launched a multi-brand, multi-channel feedback program (website, call centres, service repairs) focused initially on B2C. Within six months the program delivered early wins: the closed-loop team grew, CX engagement spread across the business, and leaders began asking “why” behind results—validation that the VoC program is gaining executive support as it moves toward B2B and dealer channels.

TTI Inc

Abhijeet Singh

ANZ’s VoC Lead