GHJ embarked on a visionary overhaul of its Client Experience (CX) program
industry-leading. With our firm on the cusp of significant growth, GHJ Chief
Strategy Officer led the charge in a meticulous strategic alignment, aiming to sculpt
an unparalleled client journey. GHJ’s vision was not just to maintain our high-touch
client rapport but to elevate it, creating a seamless experience synonymous with the GHJ
name, irrespective of departmental interaction.
GHJ’s innovative initiative spanned 24 months and involved in-depth research,
including 50 client interviews and 14 focus groups to uncover unprecedented insights into
client needs and perceptions. Going beyond traditional client satisfaction surveys, GHJ’s
approach was a comprehensive, firmwide effort, with nearly 20 percent of employees
actively participating in CX meetings to ensure a holistic and inclusive perspective. The
program was executed through five phases: Discovery and Immersion, Current State
Research, Visualization and Mapping, Future State Design and Action Planning. Real-
time adjustments, such as a strategic overhaul of GHJ’s website and social media, were
made based on immediate client feedback. The program’s innovative approach led to the
creation of detailed “happy path” journey maps, which visualized ideal client interactions
and set a new benchmark for the industry.
The outcome of GHJ’s CX initiative was encapsulated in a new firmwide strategy
that identified 14 key initiatives that would enhance GHJ’s operations. This strategy has
become an integral part of GHJ’s culture, guiding the firm toward its goal of setting new
standards in client service.
