End-to-end Journey Transformation
Unlock growth through customer-centric transformation
Organizations that excel in customer experience outperform those that don't by more than 25%.
We help clients transform their end-to-end customer journey to ensure every touchpoint delivers a seamless, consistent, and personalized experience. Creating a seamless, integrated customer journey that drives business results has become increasingly complex yet is the ultimate differentiator in today’s competitive business landscape. Companies that deliver memorable, frictionless experiences at every touchpoint create loyal customers who are more likely to return, refer others, and generate higher revenue.
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Our goal is to help our clients enable a competitive advantage, unlock new sources of growth, and improve the bottom line with a personalized customer-centric end-to-end journey transformation strategy.
15%
>23%
90%
customer retention increase
cost mitigation
customer satisfaction score
for a consumer goods company
cost mitigation for community banking client
for a community banking client
WHAT ARE YOU LOOKING TO ACHIEVE?
End-to-end journey transformation
Our end-to-end journey transformation services are tailored to meet the specific needs of each client, with a focus on delivering measurable outcomes. We focus on solving key problems that prevent businesses from delivering exceptional customer experiences. Our clients hire us to address concerns with customer retention, time-to-resolution, profitability, or risk management, and more.
OUR APPROACH
1. Identify key stages of the journey
​Our initial step is to pinpoint and evaluate the customer journeys that hold the most value. With our extensive industry and technical expertise, we can uncover the key processes that take precedence and will have the greatest impact on both your customers and business.
2. Map personas and emotions
Our experience design SMEs build personas, survey participants to map emotions across the various touch-points of the journey. Emotion is a significant driver of customer loyalty, with emotionally engaged customers being three times more likely to recommend a product or service and three times more likely to repurchase. We help our clients prioritize the customer’s emotional experience along with the functionality offerings.
3. Identify enablers, barriers, and detractors
Using a combination of customer research, data analysis, and experience design we create insights-driven customer journeys that create the biggest impact on customers and business. Each stage of the journey is scored and benchmarked. We identify enablers, gaps, barriers to success, and the degree of change needed.
4. Create immersive prototypes
We create prototypes that deliver a full, immersive user experience across all touchpoints in just a matter of weeks. Once we have tested and fine-tuned the prototype with real customers, we collaborate with our clients to establish the essential infrastructure needed to facilitate this significantly enhanced customer experience.
5. Deliver transformation
To ensure scalability, we use common technologies, systems, and data sets across multiple journeys. We take a long-term view, testing regulatory compliance and functionality from the outset. Using an iterative approach we enable rapid testing, learning, and course correction, so our clients can see results faster. Internal resistance to change is a significant obstacle to delivering a great customer experience, our change management experts help drive successful adoption to a customer-centric culture and alignment across the organization
FEATURED INSIGHTS
Article
Why is simulation used? Lessons for improving customer journeys
November 7, 2022 - Today, simulators have become a critical part of many industries and businesses. The first use of simulators goes back to World War II when the simulation was used to study the behavior of neutrons as a cost-effective alternative to hit-and-trial experimentation. Two mathematicians, Jon Von Neumann and Stanislaw Ulam suggested using the Roulette wheel to simulate neutrons to study their behavior. The technique was successful. The use of simulation processes to study the behavior and performance of an actual or theoretical system found many applications in business and industry. Simulators began to be used to solve real-world problems by offering clear insights into complex systems safely, cost-effectively, and efficiently. What can we learn from flight simulators to develop delightful customer journeys?
