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B2BCX Insights
Presidio

Improving time-to-identify issues while remaining agile

How a part-time Fullstory analyst helped Presidio’s small DX team find 100+ issues in a year and raise customer satisfaction.

Headline result
100+
unique issues identified through Fullstory
Identified over a year of collaboration, and counting
Client
Presidio
Industry
Solutions
Tech used
Fullstory

The challenge

Presidio, a leading provider of digital transformation and integration services and solutions for businesses, has stood up a suite of digital experience (DX) platforms, including Fullstory, to help understand user behavior and improve UX. Despite that investment in powerful software, the firm’s DX team had limited capacity to extract full value from its DX tech stack.

Presidio maintains a small and agile DX team that faces a familiar challenge of managing multiple priorities with limited resources. More specifically, it needed the part-time support of a seasoned digital analyst with strong Fullstory proficiency to efficiently identify issues and measure impact on a continual basis.

By the numbers
100+
unique issues identified through Fullstory (and counting)
25
basis-point increase in year-over-year CSAT score

How CXperts helped

01

A lightweight, ongoing CX Insights engagement

CXperts deployed a lightweight, ongoing CX Insights engagement anchored by a Sr. Digital Analyst, to optimize the configuration and workflows within and around Fullstory and to deliver regular, straightforward CX Insights reports aligned with code release cycles.

02

Complete management of Fullstory

CXperts took on complete management of Fullstory, including insights and customer journey discovery, issue validation and impact, and recommended actions for improvement. The goal was to increase confidence in, and the utility of, user behavior data; to deliver more powerful user insights; and to improve Presidio’s return on its analytics investment.

“Partnering with CXperts has allowed us to surface friction points in our experience and prioritize enhancements… As a result, we’ve been able to prioritize our backlog based on data and ensure that our developers are working on the most impactful changes.”
Karri Parks, Sr. Director, DX, Presidio

The results

Throughout a year of collaboration, CXperts has identified over 100 unique issues through Fullstory. CXperts’ impact analyses have helped Presidio rapidly triage these issues by priority, leading to meaningful improvements in Presidio’s response time and development cycles, and a measured 25-basis-point increase in its year-over-year CSAT score.

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