CUstomer journey enhancement

How  customers  access and navigate through your organisation is vital to deliver the outcomes that balance the needs of the customer and your organisation. Innovations in technology and the ever increasing expectations of the customer attitudes have changed  to loyalty mean organisations need to continually appraise how accessible they are.

Journey mapping is a technique we use to help our clients understand fully how customers interact and any idiosyncrasies that may have built over time. Combining data and customer insight with relevant  opportunities and a clear vision and strategy, we work with our clients to re-design customer journeys to deliver better customer and commercial outcomes.

Our Approach

Customer journey mapping as a process that brings the organisation together to explore how it can change to better support its customers.

•  Analytics, customer feedback and perspectives on pain points from within the organisation, we create a baseline from which to re-design journeys.

• Facilitated and structured workshops incorporating cross-functional client teams to re develop  journeys and explore opportunities that new technology could provide.

• Test new journeys against relevant scenarios.identifying and modelling the likely impacts on customers and the organisation to help shape the business case for change.

• We document fully the changes to be made and capabilities to be developed.

Our team manage and facilitate this process at first- but steadily equip your team to use the core techniques on an ongoing basis to support continuous improvement.