Technology Industry
Customer Experience & Service Delivery
How a global technology organization used benchmarking and customer research to refine its customer experience strategy across markets and service models.
The Challenge
A large global technology organization sought to understand how leading companies deliver best-in-class customer experience at scale.
While operating across multiple global markets and customer segments, the organization needed clearer insight into:
Which service attributes most influenced customer satisfaction and loyalty
How peer organizations structured people, process, and technology investments
Where inconsistencies existed across channels and regions
Leadership required a fact-based foundation to refine its CX strategy and align future investments.
The Strategy
NRG designed a benchmarking and customer research initiative to provide both external perspective and internal validation.
The strategy focused on:
Identifying priority service attributes that drive customer experience performance
Benchmarking against peer organizations recognized for strong CX outcomes
Aligning customer expectations with service model design and capability investments
The objective was to ground strategic decisions in data, research, and competitive insight.
The Execution
NRG deployed a blended methodology that combined external benchmarking and direct customer feedback.
The engagement included:
Executive and frontline interviews with peer organizations
Customer sentiment research to capture feedback on priority service attributes
Mystery shopping to assess competitive performance across quality, effectiveness, and speed of resolution
Insights were synthesized into a structured assessment and roadmap to support executive decision-making.
The Impact
The organization gained a comprehensive, data-backed view of customer experience expectations and competitive performance benchmarks.
Outcomes included:
A detailed assessment of priority service attributes
Competitive benchmarks and key success factors
A current-state capability assessment and investment roadmap
Strategic recommendations to improve cross-channel and regional consistency
With this foundation, leadership was equipped to refine its CX strategy, align investments, and strengthen service delivery performance at scale.
experience + excellence
Ready to Align Your Organization
for Growth?
We help technology organizations design customer experience strategies that are grounded in insight, enabled by data, and built to scale across channels and markets.
