william@wcx advisors.com (708) 351-2700
Shape customer and employee experiences for better business
Improve Customer and Employee Experience
Shape customer and employee experiences for better business
Experiences, Designed for Humans
Expertise
Bill knows experience - understanding customer and employee experience, designing experiences, and leveraging experience to create positive perceptions and mindsets that make customers buy and stay. And create buy-in for employees that helps you achieve goals.
Bill's Background
- Bill ran Customer Communications at Allstate Insurance
- Bill graduated from law school with honors
- He founded and led a CX and Communications firm in Chicago that grew to 30 employees
- He wrote a well-received book on Customer Experience (Harper-Collins)
- Bill led CX and Brand Management at Zurich North America, a $25 billion insurance company
- He led Corporate Communications and Customer Experience at Penn National Mutual Insurance Company
WCX Services
- Customer Research and VOC
- Employee Training and Workshop Facilitation
- Omnichannel customer analysis and recommendations, including web, digital, traditional and contact center
- Employee Culture
- Customer Processes - analysis and redesign
- Communications development and implementation
- CX and EX corporate and conference speaking engagements
Our Approach
We act as trusted advisors, actively listening to you to understand both your opportunities and challenges. We can conduct research, engage with customers and employees, and uncover process, technology and communications the create perception that drive behavior.
Let's Work Together!
Let us help you understand your customers' and employees' expectations and perceptions. Then we can analyze how your processes, digital interactions, contact center, and communications to identify where and how we can reshape the experience.