Case Study: Esri improves customer experience with ProKarma

Esri roadmaps a better customer experience

Esri, a leading developer of GIS software, wanted to break down internal silos and create a more customer-centric digital experience across its complex product line. To help guide that transformation, Esri turned to ProKarma and its planning expertise after recognizing that a new CMS alone would not solve the broader customer experience challenge.

ProKarma used its AIM Digital Experience Framework to align Esri’s business objectives and customer needs, envision a future-state experience, and map the people, processes, and technology needed to support it. Working with more than 40 Esri employees, ProKarma helped create customer experience principles and a multi-year roadmap that prioritized high-impact initiatives like My Esri and foundational technology improvements. The result was greater organizational alignment and a clear path forward for Esri’s digital customer experience, though no specific numerical metrics were provided.

Esri

Nick Frunzi

Chief Customer Officer