Caltex
Creating a differentiated CX strategy for Caltex.
Background
After successfully completing work on Z Energy’s CX Strategy D&Co were engaged once again to develop a compelling CX Strategy for Caltex.
The challenge
To define Caltex’s CX Strategy to ensure the business was focussed on the key moments that truly mattered to their customers.
Defining the Caltex CX strategy.
Our solution
When Caltex wanted to develop their CX Strategy they reached out to D&Co who had recently completed work on the Z Energy CX Strategy.
D&Co worked through qualitative research with key Z stakeholders and a series of interviews with Caltex retailers to understand the voice of the business and the voice of the retailers.
Using key insights from this work we were able to frame our research guide as we went out into the field to understand the key pain points, prioritised needs and what mattered most to Caltex customers.
Our research reports helped us to define the Caltex CX manifesto, design principles, our priority areas and in defining the moments that mattered most to Caltex customers and in helping Caltex to differentiate its brand and CX from the competition.
Deliverables:
Qualitative research. Ethnographic research. CX Strategy.
Related Work
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Z Energy
Delivering a CX strategy to drive growth
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Southern Cross Health Insurance
Developing the Southern Cross 'Moments that Matter' CX Toolkit
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Mitre 10
Nailing Mitre 10’s CX strategy