Set your IT company apart with WCCXT 

We’ve crossed a threshold. We’ve moved from “we want to be better” to “we are building something that matters.” Our customers feel it. Our team feels it. And it changes everything.

Our goal remains the same: become a brand our customers genuinely cannot live without. Not because we’re the cheapest (we’re not). Not because we have the fanciest technology (we don’t). But because we show up consistently, we listen deeply, we solve problems thoroughly, and we genuinely care about our customers’ success.

That’s the IMPRESS difference. That’s what this WCCXT journey has helped us build.

When we began the WCCXT program, we thought we were signing up for customer experience training. What we didn’t anticipate was how much of an internal transformation it would spark. One of the biggest a-ha moments for us was realizing that CX influences every department, role, and person. CX is cultural, not procedural.

WCCXT didn’t change our identity. WCCXT clarified it.

A key concept we emphasize internally is the balance between what we call the “doctor role” and the “nurse role.” In IT, it is easy for technicians to focus entirely on diagnosing and fixing problems—the doctor role. However, this can sometimes lead to overlooking the equally-important nurse role, which involves empathy, communication, and care. At eCreek, we are intentionally building a culture where every team member embraces both roles. We want our technicians not only to solve problems efficiently but also to provide reassurance, clarity, and a positive experience for our clients throughout the process.

We have a consistent message across our organization: customer service is not just a priority—it is the foundation of who we are.

The training led to unscripted interactions that defined our team’s level of trust and focus. This translated into strengthening of the interpersonal bonds within the team. When team members feel safe, connected, and willing to be genuine with one another, that trust inevitably translates into better service for our clients.

What we value most about the WCCXT program is the way it shifts perspective. It challenges us to look beyond tasks and tickets and focus on the human experience behind every interaction. The sessions were practical, engaging, and full of actionable ideas. For our team, WCCXT reinforced an important truth: every interaction is an opportunity to make someone’s day better.

To truly differentiate ourselves, we needed to elevate the way clients experience our services. We had to evaluate not just what we deliver, but how we deliver it consistently.

Our team is 100% committed to the principles of the world-class customer experience and its framework.

I had always thought client loyalty was earned through big wins: major projects, fast response times, competitive pricing. The reality is that the small, consistent touches are what clients actually remember and talk about. Those things build loyalty in a way that technical competence alone never will.

We don’t compete on scale. We compete on relationship.

What stood out throughout this journey was the realization that we were already heading in the right direction. The program didn’t just teach us new concepts—it gave structure and names to strategies we were naturally adopting. It illuminated our path and validated the progress we had already made as a team.

The level of participation from our team and leaning into the training was impressive. Team members actively engaged in discussions, shared real experiences, and applied the concepts between sessions, which made the training feel immediately relevant and impactful. We now have a shared language and a renewed commitment to empathy, accountability, and continuous improvement.

The most important shift for me was seeing CX as a daily operating system rather than a campaign. The journey was not perfect – we needed reminders and resets along the way – but the combination of steady cadence, practical tools, and coaching made CX a habit rather than a talking point.

Thanks to this training, our team is more engaged, proactive, communicative, and aligned. They bring ideas, embrace accountability, and genuinely care about the experience we deliver. Now we have the culture and the tools to spot issues early and handle them together.

Our goal is simple: a seamless, consistent, excellent experience across every technician and every interaction.

Our team now realizes training can be fun and we can provide a safe space for them to share their ideas, experiences and efforts to provide a better customer support experience to our customers.

This was one of the best business decisions and has allowed us to deliver a better customer experience with the right tools and the right attitude.

Turning Intentional Service Into An Embedded Experience        

What I love most about the WCCXT journey is that this is not theoretical; it is implementable. These concepts show up in how we onboard clients, how we follow up, how we solve problems, and how our team anticipates needs before clients even ask.

We now have structure, language, and practical tools to turn that care into consistent, repeatable experiences.

This certification process encouraged us to look deeper—to examine not only what we do, but how we do it, why it matters, and how we can build systems to ensure that world-class service becomes consistent, repeatable, and woven into our culture. Customer experience is not a single action or a single moment, but a mindset that must be intentionally practiced every day.

We held up a mirror to look at how we lead, how we show up for each other, and how our clients experience working with us. This wasn’t just about CX for clients. That thinking led us to revamp staff onboarding, training, set better expectations, and show up more as leaders.

The WCCXT program opened our eyes to new insights, habits, and levels of awareness that have strengthened both our culture and our client relationships.

We walked away with principles and habits that we use every day, creating stronger connections, higher morale, and lasting loyalty.

Our journey as a company through the 12-week WCCXT was incredible.  Between implementing EOS and this training, our Leadership Team made some difficult staffing decisions to help us shift our culture so we consistently think about the experience we provide to our coworkers and clients. We didn’t have the HOW figured out for improving that experience.  

We created a Customer and Employee Bill of Rights. We’re adding custom fields to our CRM to capture FORD and empowering our team to deliver special experiences to clients when identified.

We pursued the WCCXT certification as a way to formalize our commitment, not just for our clients to see, but also to strengthen our internal culture and ensure that customer excellence is part of every interaction, both externally and internally.

Our WCCXT journey has been more than a training program; it’s been a catalyst for cultural alignment, process improvement, and a renewed sense of pride in how we serve our clients and each other.

The transformation at 911 IT from having no formal customer service program to implementing a structured, value-driven culture has led to significant results in client satisfaction and internal collaboration.

Our newly-created action statement, ‘We are a team of PROS’ (Proactive, Responsive, Ownership, and Simplicity) combined with our updated Core Values are followed internally and regularly shared with our clients. 911 IT now has the tools and knowledge to deliver exceptional customer service and build strong, lasting relationships.

While we’ve always prioritized our clients and our internal culture, this program allowed us to pause, reflect, and reframe our approach through a new lens—one that places empathy, trust, and consistency at the heart of every interaction.

These reflections helped reframe our roles. The WCCXT program gave us structure, insight, and most importantly, clarity. It reminded us that our goal isn’t perfection—it’s connection. It’s trust. And it’s choosing, day after day, to see the world through the eyes of our clients.