The Client
Pearson education group is the world’s largest and leading learning company, with over 35,000 employees spread across 70 countries around the globe.
The Challenge
Strativity has been working with Pearson for over 7 years to develop a customer centric culture, improve and innovate the customer experience, design a supporting Voice of Customer program and enhance the customer orientation of their business strategy.
The Approach
Strativity assessed Pearson’s organisational customer centricity across a range of dimensions and compared with global leaders. This allowed for prioritisation of activities to underpin a multi-year customer experience strategy. Next, Strativity completed a comprehensive research, experience mapping, analysis, prioritisation and experience design project covering 3 core customer segments (students, teachers and university lecturers). A segmentation framework was developed with representative personas and implementation recommendations. The current customer state experience was mapped, pain points identified, and innovation concepts created to differentiate the experience, then the optimal target state experience was designed. Next, Strativity designed a Voice of Customer program to provide visibility and drive continuous experience improvement. Finally, Strativity helped develop Pearson’s internal Human Centred and Service Design capabilities to further embed customer centricity and sustainable change.
The Results
Pearson has implemented many of Strativity’s recommendations to date and, as a result, continues to set the standard across the educational sector for exceptional and industry leading Customer Experience.
“Strativity worked with Pearson across 2012 and 2013 helping us to design and implement a customer centricity framework. Their expert knowledge of customer experience management tools, their creative thinking and excellent communication skills made managing the cultural change and our stakeholders as smooth as it could be.”
Mac Williams,VP Strategy & Marketing Pearson Asia Pacific
