A major global credit reporting agency struggled to retain customers because its products did not meet evolving needs. Synoptek led a three-phase CX transformation using its Envision Transform Evolve model to help the agency understand customers, redesign products, and embed a customer-centric culture. Work included CX strategy development through stakeholder interviews, consolidating research, and defining a customer-focused roadmap; implementing a new product concept enabling consumers to compare bureau reports with iterative usability testing; and establishing a CX Center of Excellence to train product managers in customer-outcome thinking. The result was improved satisfaction, clearer product direction, empowered customers, and a stronger foundation for continuous CX-driven innovation.

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