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Customer Experience (CX)
Customer Experience that drives loyalty, growth and value

Customer experience is a critical driver of loyalty, advocacy and growth. Most organizations generate strong CX insight but struggle to turn it into sustained action and measurable value. AKT helps organizations make Customer Experience work at scale. Turning insight into execution, and execution into business impact.

The CX Value Gap

Despite heavy investment in CX platforms and initiatives, many organizations still struggle to:

  • Act consistently on customer insight
  • Link CX improvements to business outcomes
  • Align teams across channels and functions

CX becomes reporting, not a driver of performance.

 

How AKT Helps Close the CX-Value Gap: From listening to execution, at scale

AKT partners with organizations to embed CX into how the business runs, not as a standalone program. We focus on four execution fundamentals.

  1. Decision clarity: Identifying where CX change will create the greatest business value
  2. Operational alignment: Connecting insight to teams, processes, and systems
  3. Adoption: Enabling frontline and leadership action
  4. Sustained impact: Measuring outcomes over time, beyond initial launch

CX delivers results when it becomes part of the operating model.

Eric Blum

Managing Director, XM Practice
Eric Blum is AKT’s Head of Sales & Marketing and Head of Experience Management Practice in the EMEA region. He oversees all the projects, embarking the Qualtrics XM solutions. He is a driving force for the development of the practice, from offerings design to talent development, including critical partnerships starting with Qualtrics at a global level. Eric has nearly 30 years of experience with large global customer programs, having mostly worked as an executive sponsor, providing consultative support to increase business value for customer stakeholders. He has a solid track of records with Digital Transformation programs focusing on the Employee Experience across different vertical industries. In the past, either as a Chief Customer Officer or VP of Customer Services, he had to develop his team, build the process, and innovate with technologies to increase NPS at scale and with efficiency.  
eric.blum@aktglobal.com
https://www.linkedin.com/in/eric-blum/

Provided Services

  • CX strategy, vision, roadmap, and use-case prioritization
  • Customer journey and moments-that-matter design
  • CX governance and operating model design

  • Customer satisfaction, loyalty, and feedback programmes
  • Voice of the Customer (VoC) design and implementation
  • Qualtrics CX implementation and integration

  • Action management and frontline enablement
  • Change, communications, and performance tracking
  • Ongoing optimization and maturity progression

CX powered by Qualtrics

AKT partners with Qualtrics to ensure customer insight leads to action, not dashboards.

We use the Qualtrics XM Platform™ to listen, understand, and act , then focus relentlessly on adoption and execution so CX improvements translate into measurable business outcomes.

AKT is positioned as a leading partner for implementing the latest and greatest Qualtrics AI features, including Conversational AI, Insight Explorer, Qualtrics Assist and Agent Studio.

 

When to involve AKT

AKT helps organizations when they need to:

  • Turn CX insight into clear priorities and consistent action
  • Design and operate seamless journeys across channels
  • Establish ownership and governance across teams
  • Demonstrate the commercial value of CX investment

Involve us when you need to:

  • Transform contact centre and frontline performance
  • Use CX to drive digital and omnichannel shifts
  • Enable adoption of AI in customer-facing

We integrate Qualtrics XM Platform with enterprise ecosystems including:

  • Salesforce
  • Microsoft Dynamics
  • SAP
  • Customer Data Platforms (CDP)
  • Azure and Snowflake data environments

This ensures CX insight is embedded directly into CRM workflows, case management, digital journey, and AI-enabled processes.

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