Customer Experience

Customer Experience (CX) isn’t about customer satisfaction or cool user interfaces; it is the means to redefine your place in the market. Orion’s strategic approach delivers the level of transformation needed to turn CX into your engine for sustainable growth.

Look to Orion to help you:

  • Develop a CX vision and value proposition that are both ambitious and actionable/realistic
  • Rethink the processes, technology and culture needed to turn customers into zealous advocates
  • Mobilize people across your organization to focus on customer value instead of departmental goals
  • Build CX management skills and lessen your dependence on external consultants

Envisioning and deploying a breakthrough customer experience is one of the most impactful and exciting projects you and your team can execute. Orion’s training curriculum can help you on that journey. However, if your organization needs to move immediately on a mission-critical initiative, Orion offers targeted consulting services to assure your success. Options include:

Strategic CX Assessment & Planning

How does your customer experience stack up against the competition? What improvements are needed to improve your organization’s strategic position? Our team can help you make sure CX improvement efforts have maximum benefit for your organization, as well as your customers.

CX Vision Session

Innovation is a team sport and actionable ideas do not come easily. Orion can help your leadership team develop your new CX concept and its supporting value proposition.

Customer Journey Mapping

Journey maps provide the critical outside-in view of your organization that should inform improvement efforts for every value-creating business process. Let our experts facilitate the sessions and jumpstart your journey toward a customer-centric organization.

Operational CX Assessment

Customer experiences are delivered by business processes. Linking the customer journey with internal operations will reveal opportunities throughout your organization for process changes that will have positive impact on your customers.

CX Solution Development

Getting your breakthrough CX vision off the drawing board and into reality is a multi-disciplined effort. Orion can help you map To-Be processes, document new business requirements and procure the technologies needed to enable amazing customer experiences.

Nurturing a Customer-Centric Culture

Customer experience is often confused with customer service. Likewise, some leaders assume that creating an environment that is friendly to customers is the end game. There is so much more to establishing a sustainable customer-centric culture. Orion can help you rethink the operational, measurement and employee lifecycle practices that create the foundation for long-term customer relationships.

Building Your Customer-Centric Competency

Orion’s Customer Experience Seminars are designed to help your business leaders envision innovations that not only delight the customer but have a dramatic impact on your value proposition, strategic goals and revenue. We are proud to partner with premier universities in offering seminars designed specifically for professionals interested expanding their knowledge of Customer Experience.

Discovering the Breakthrough Customer Experience

How to Generate Innovations that Matter to Your Customers and to Your Strategy

Designing Value-Added Customer Experience Solutions 

How to Convert the Big Idea into an Executable Business Case

Deploying the Customer-Centric Organization

How to Execute and Sustain Your CX Transformation

Process Redesign for Financial Services

How to Create Better Member/Customer Experiences and Build Long-Term Relationships

These skills can also be delivered as a consulting engagement applied to real projects. For more information, email Margaret Powers.

CX Practice Leader – Amanda Dietz

Amanda (Mandy) Dietz is Vice President-Solution Integration for Orion Development Group.  She has more than 25 years of experience in operations management, process innovation, technology deployment and customer service.  As a trainer and consultant, Ms. Dietz is able to leverage her diverse expertise and strategic outlook to help clients fully realize CX transformations.

Prior to joining Orion, Ms. Dietz served on the senior management teams for two companies.  In these roles, Ms. Dietz’s accomplishments included:

  • Product line profitability in excess of 10% for multiple years
  • Award-winning improvements in operations and customer service
  • Numerous successful information technology conversion projects

Her clients stem from all industries. They include:

  • Bank of America
  • Chatham County, GA
  • State of Maine PERS
  • University FCU
  • Automobile Club of America
  • Aurora Healthcare
  • Coca Cola
  • Truliant Federal Credit Union
  • Fannie Mae
  • Duke Energy
  • Consumers Credit Union
  • U.S. Postal Service
  • Eaton Corp.
  • Target

Ms. Dietz earned her BS in Finance from Indiana University and MBA in International Management from the University of South Florida.  She is a Certified Quality Manager (ASQ).

Strategy Leader – Ralph Smith

Ralph Smith is Vice President, Strategic Services for Orion Development Group.  He has personally supervised the performance improvement efforts in more than 100 organizations worldwide.

Over the past 25 years, Mr. Smith has helped organizations in all industries increase quality of service and rethink strategic positioning by adapting and applying contemporary process improvement techniques.  Mr. Smith is intimately familiar with strategic planning.  He is a recognized expert in this discipline and author of the highly rated text Business Process Management and the Balanced Scorecard. Ralph is uniquely qualified to help organizations align customer experience improvement efforts with the organization’s long-term strategy.

Mr. Smith has a Masters degree in Operations Research from the Georgia Institute of Technology and a Bachelors degree in Mathematics and Statistics from the University of Georgia.

CX Thought Leader – Kathy Fawcett

Kathy Fawcett is the Customer Experience Thought Leader for Orion Development Group and Founder of Bring IT. She has more than 30 years of experience leveraging process innovation and information technology to transform the customer experience for Fortune 500 companies.

Prior to her work with Orion, Ms. Fawcett was Vice President, Information Technology for The Walt Disney Company, where she managed all phases of systems lifecycle and led transformative initiatives that delivered dramatic improvements for Disney’s customers and the corporation. Ms. Fawcett began her career with 10 years of international consulting experience and went on to manage point of sale systems development and support for the largest full-service dining company in the world (Darden) creating systems that enabled full-service dining support for Olive Garden and Red Lobster.

Ms. Fawcett earned her Bachelor of Science in Business Administration/Computer Science from the University of Florida. She has certifications in Information Technology Infrastructure Library (ITIL) and holds a Masters Certificate in Lean Six Sigma (Black Belt) from Villanova University.

Learn more about Orion’s perspective on the keys to sustainable business success via Customer Experience transformation. Enjoy these short videos.

 Transformation is a Team Sport “Customers” Include Students, Patients…
Customer Intimacy  Moments of Truth

Let Orion help you make customer experience your foundation for enduring strategic success. Call Margaret Powers today at (800) 510-2117 or submit a question below.

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