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We’re masters of the customer journey. Through our journey transformation programs, we bring that expertise into your organization to help you diagnose, analyze, and rethink your customer experience.
We deliver deep insights about your customers, help you look at your organization in new ways, and activate your employees to make more customer-centric decisions.
Our journey mapping programs aren’t just about creating maps. We help you understand your customers in new, productive ways — and use that knowledge to shift how everyone in the organization does their job. You’ll learn how the journey framework is central to customer experience design, ongoing CX management, and business outcome achievement.
Right away, journey mapping cuts across silos to help your employees understand the real issues driving dissatisfaction and identify areas of opportunity for innovation and growth. Over time, journey management provides a framework for departments to evaluate, plan, and measure the success of customer experience initiatives.
Moments of truth will come when you realize what it’s really like for customers to do business with you — and how your organization inadvertently makes it harder for them to achieve their goals. Insights like these come quickly when we invite customers to share their experiences in a structured setting.
Journey mapping starts when cross-functional employees try to imagine what the customer journey is like. You’ll leverage what you know and what you assume to build out a hypothetical journey of what your customers do, think, and feel as they try to accomplish a task or goal.
Through a variety of research methods specifically selected to answer your most pressing business questions, we validate — or, as we often find, invalidate — your assumptions about the customer experience.
We’ll synthesize all of the collected data to create visually compelling maps that tell your customers’ stories. In either case, you’ll have a complete set of actionable maps to share with your organization.
But our work doesn’t end with the maps…
With validated journey maps in hand, we’ll be able to quickly identify experience improvements that you can tackle straight away.
But not every customer issue has an easy fix. That’s why we work with you to identify all of the behind-the-scenes people, processes, and systems that support (or thwart) today’s experience.
This collaborative exercise will help you identify the root causes of your customer pain points — so that we can define systemic solutions and initiatives that prevent future customer issues.
The future awaits. We use the journey framework not only for looking back to diagnose, but for looking forward to identify future possibilities.
We’ll create a future-state vision for your customer experience that drives your desired business outcomes — and define the what’s required to support those re-envisioned journeys and drive value long into the future.
You’ll learn a lot during our journey mapping engagement: foundational concepts, new mindsets and methods, and facilitation skills to collaborate with colleagues and customers alike. But you’ll also get tangible deliverables that will add real value to strategic and operational planning — and build organizational support for a focus on customer experience.
B2B Journey Transformation Client
B2C Journey Transformation Client