Challenge
When Cincinnati Bell, a Midwestern provider of integrated communications solutions, decided to create a mobile app, they embarked on a journey that would improve overall customer experience (CX) and establish a measurable, actionable CX strategy.
Before forging ahead with their plan to roll out a relevant mobile app, Cincinnati Bell set on a course to understand its customers and how they feel about the company’s services and processes. While some businesses might try to deliver an app without such planning, Cincinnati Bell invited the opportunity to connect its quality service and mobile app to a carefully considered CX strategy.