Customer Experience Consulting Firm

Denver International Airport (DEN) is seeking a Customer Experience Consulting Firm through a Request for Proposal (RFP) to develop a comprehensive customer experience strategy. The procurement focuses on creating a unified approach to enhance the airport's customer journey, with specific deliverables including a detailed current state analysis, stakeholder interviews, competitive landscape assessment, customer segmentation development, and strategic imperatives. Key objectives include developing journey maps, updating customer profiles, establishing strategic priorities, and launching an all-employee visioning campaign centered on a singular customer service philosophy. The RFP evaluation criteria will assess proposals based on cost effectiveness (20%), DEN Equity, Diversity, and Inclusion Plan (15%), project understanding (15%), proposed work plan (25%), key personnel (10%), and company experience (15%). Proposals are due by July 21, 2025, at 2:00 PM Mountain Time, with the contract anticipated to start in December 2025 and have a duration of approximately 3 years. Potential respondents should be prepared to provide comprehensive consulting services that transform the airport's customer experience approach.

The contract includes a 15% Minority and Women-Owned Business Enterprise (MWBE) participation requirement, mandating that proposers either partner with or subcontract to certified MWBE firms. Respondents must submit detailed documentation, including a Diversity and Inclusiveness Form and MWBE Utilization Plan to demonstrate compliance with these requirements. The maximum contract amount is set at $1,200,000, with funding to be drawn exclusively from the Airport System Fund. Proposers will need to demonstrate significant experience in customer experience strategy development, organizational transformation, and comprehensive service design. While specific incumbent vendors are not mentioned, the RFP suggests a comprehensive approach to reimagining the airport's customer interaction model. The contract appears designed to encourage diverse participation, particularly from smaller and minority-owned consulting firms with expertise in customer experience strategy and organizational change management.