The Client
Pearson education group is the world’s largest and leading learning company with over 35,000 employees spread across 70 countries.
The Challenge
Strativity has been working with Pearson for over 10 years to develop a customer centric culture, improve and innovate the customer experience, design a supporting Voice of Customer program, enhance the customer orientation of their business strategy, and design the aspirational experience for their new Schools PACE product offering.
The Approach
Strativity assessed Pearson’s organisational customer centricity across a range of dimensions and compared this with global leaders. This allowed for prioritisation of activities to underpin a multi-year CX strategy. We then completed a comprehensive experience mapping, analysis, prioritisation and experience design project covering 3 core customer segments. A segmentation framework was developed with representative personas and implementation recommendations. The current state experience was mapped, pain points identified, and innovation concepts created to differentiate the experience, then the optimal target state experience was designed. Next, Strativity designed a VoC program to provide visibility and drive continuous experience improvement. We helped develop Pearson’s internal HCD capabilities to further embed customer centricity and sustainable change. Finally, we helped better position the Pearson Schools business for sale by providing a clear vision of the aspirational experience that the Schools business aimed to deliver over the next 5 years.
The Results
Pearson has implemented many of Strativity’s recommendations to date and, as a result, continues to set the standard across the educational sector for exceptional and industry leading Customer Experience.
“Strativity worked with Pearson over a number of years’ helping us to design and implement a customer centricity framework. Their expert knowledge of customer experience management tools, their creative thinking and excellent communication skills made managing the cultural change and our stakeholders as smooth as it could be.”
Mac Williams,VP Strategy & Marketing Pearson Asia Pacific
