Enhancing Customer Journeys
Our analytical approach helps you map customer journeys across channels, pinpoint areas for improvement and quantify the business case for change.
The ways customers can access and navigate your organisation is fundamental to delivering the outcomes that work for you and for them. Innovation in technology and the evolution of customer attitudes have changed the options and expectations here, meaning organisations need to continually appraise how accessible they are.
Customer journey mapping is a technique we use to help our clients address this. Combining data and customer insight with relevant innovation opportunities and a clear vision and strategy, our consulting teamwork work with our clients to re-design customer journeys to deliver better outcomes.
This 'outside-in' technique is critical to ensuring that organisations are customer-centric. Our approach translates journeys into the changes that need to be delivered, be they business process, technology or policy change - such as developing self-service channels that are natural. easy and effective for customers.
We treat customer journey mapping as a process that brings the organisation together to explore how it can change to better support its customers.
- Using analytics, customer feedback and perspectives on pain points from within the organisation, we create a baseline from which to re-design journeys.
- We facilitate structured workshops with cross-functional client teams to develop ideal journeys and explore opportunities to innovate.
- We test the journeys against relevant personas and scenarios, identifying 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 of practitioners manage and facilitate this process at first- but help equip your team to use the core techniques on an ongoing basis to support continuous improvement.
Our flexible, tried and tested approach fits into a framework of customer engagement excellence. We can build on work already done or programmes that are underway. We draw on the breadth and depth of our team’s experience to introduce new thinking to our clients, based on what works in other organisations.