Helping Fidelity National Financial scale and democratize customer research throughout the organization
ABOUT THE PROJECT
Company: Fidelity National Financial
Client: Brian Maughan, EVP, Chief Innovation Officer
IN THE CLIENT’S OWN WORDS
What was the question or problem that caused you to decide to look for outside research assistance?
FNF needed a systematic method to provide the organization with strategic insights and actionable recommendations regarding the behaviors, opinions, and preferences of our consumers, customers, and employees related to technology products and content.
Why did you decide to work with Llewyn Paine Consulting, LLC over another provider?
We selected Llewyn because of her focused client engagement approach, expert credentials and background, and enterprise experience in customer research.
We initially planned a six-month engagement with Llewyn; however, customer research has been transformative in giving us the methodologies to provide crucial insight that we needed from our employees, customers, and consumers.
Our expanded engagement with Llewyn focuses on scaling and democratizing customer research throughout our organization. Llewyn is helping us realize our goal of creating proven methodologies and safeguards to allow many roles within the organization to be engaged with customer research and having data to make more informed decisions.
How did Llewyn Paine Consulting, LLC help you address your question or problem?
Llewyn has demonstrated her professionalism, research experience, and outstanding capabilities; even more importantly, she has successfully shown us how to make customer research a part of our organizational culture.
Llewyn’s approach is meeting the organization culture where it is with customer research and iterating and refining over time. She has proved that customer research becomes a part of culture through consistency and effort of successful research projects that make a difference in strategy and product decisions.
What was the impact of this work?
The greatest impact is the framework and methodologies that allow the voice of our employees, customers, and consumers to be heard across our organization. FNF is a large organization, and we regularly have teams exposed to these customer groups. However, the information was fragmented. We had no formal framework for sharing customer understanding across our organization with executives, strategic teams, product teams, sales, and operations.
Llewyn has helped us close the customer understanding gap by defining a framework wherein customer findings are shared throughout our organization, allowing us to have data-driven decisions.
Is there a metric you can share to help quantify this impact (e.g., time/dollars saved, number/percentage of resources redirected, etc.)?
We are not tracking specific metrics yet. However, because of our work with Llewyn, we have great confidence in our methodology of collecting customer data and using it for strategic and product decisions leading to successful initiatives.