PB’s focus on CX wins major international award

By Julie Threlkeld

Pitney Bowes has just been awarded an Honorable Mention in the 2019 Design Value Awards for our Client Experience (CX) Strategy and one of its key components: our Client-Centered Innovation Program. Sponsored by the Design Management Institute (DMI), these prestigious, global awards recognize teams that have delivered significant value through design or design management practices.

Wara Saifi, Director Client Experience accepts the award for PB

CX strategic goals

“Client experience” is what a client takes away from the entirety of their relationship with us, along each step of the lifecycle and through every interaction (known as touchpoints) and in every channel.

PB’s multi-year CX strategy aims to evolve our culture from “client aware” to “client obsessed.” Our CX strategy is guided by a roadmap, and its implementation is driven by a centralized CX Center of Excellence (CoE), supported by a cross-company CX Council. The Council is made up of leaders representing business units, functions and capabilities. All are working together to drive change at the cultural, cross-company and business unit level.

Program goals and participation

To help achieve and scale this culture change, our Client-Centered Innovation Program was launched in 4Q 2018 to equip employees with the skills and tools to put clients at the center of their work.

The goals of our Client-Centered Innovation Program include:

Enabling individuals and teams to bring the client perspective into their work early and continuously

Improving client-centered innovation skills using a toolset of repeatable design thinking methods that can be applied across teams both in-person and virtually

Driving broader culture change by democratizing design thinking and spreading its practice outward and organically

We have certified over 100 PBers from across the company, at varying levels of leadership, in human-centered design through its partnership with the LUMA Institute, an organization that provides an approachable, repeatable system for applying design thinking methods to daily work. In addition, some of those PBers received advanced certifications in LUMA: 10 people received certification as facilitators, and 2 of them also received instructor certification (meaning they are qualified to teach LUMA methods).

Program outcomes

  • PBers who practice design thinking are reporting that as a result they’re:
  • Solving the right problems
  • Collaborating cross-functionally
  • Considering a broader range of ideas
  • Achieving greater team alignment
  • Reducing friction across teams
  • Focusing on iteration and learning

Our CX initiatives are creating positive change not just for clients, but also for our business and for our employees.

Stay tuned in October as Pitney Bowes holds its first ever global CX week #CXMatters

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