Customer Experience Transformation

Why Bain:

  • We focus on customer episodes as the building blocks of customer experience—a deeper, detailed view of what truly comprises a customer’s journey—and help you identify, prioritize and reinvent those episodes.
  • The Bain Simple & Digital approach to customer episodes lets you work across functions to create digitally powered episodes that delight customers and are simpler, less expensive and easier to deliver.
  • Your customer experience is only as good as what your organization and employees can deliver, so we treat your operating model, IT and talent capabilities as an integral part of your project.
  • We invented the Net Promoter System®, and our approach builds upon its tools and the lessons learned from working with thousands of Net Promoter® companies.
  • We work with you, not on you: Our Results Delivery® approach ensures that the changes you make endure and that you develop your own lasting ability to sustain and improve your customer experience.


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    Big boost

    Delighted customers, engaged employees and a big boost to your bottom line, thanks to episodes that are simple and digital for customers and far more efficient and cost effective for your organization to deliver.

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    Gain clear insights into which investments in products and services will result in great customer satisfaction and loyalty.

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    Continuous improvement

    A steady flow of customer feedback that supports continuous improvement and inspires employees to focus on building deeper customer relationships.


Net Promoter System® is a registered trademark of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Results Delivery® is a registered trademark of Bain & Company, Inc.