Museum of Modern Art (MoMA): Customer Service Transformation

The Museum of Modern Art (MoMA) recently undertook a $480 million, multi-year renovation and reimagining of the institution, with the museum ultimately reopening to wide acclaim in October 2019. As part of this effort, we were engaged by MoMA to overhaul its customer service/visitor experience, allowing the iconic New York institution to greet, serve, and engage the public with a newly trained and energized staff.

The scope of our engagement included revamping standards for and undertaking the training of 300 visitor-facing employees in the museum, from departments that include Membership, Groups and Tours, Education, and Security, as well as the museum’s Retail department, which includes its popular Design Store and Museum (Gift) Shop. The effort also included the establishment of a consistent customer/guest/visitor service approach across the entire spectrum of visitor touchpoints.