Journey Focused Transformations

Transform Customer, Employee and Business Outcomes

Journey focus: Shift from a silo to a journey focus to better align customer experience (CX) activities, technology, data, people and process to improve the results of your customers' service journeys.

Individual centric: Shift communication capabilities from segments to the individual to improve personalization, relevance and conversions.

We will help your organization improve customer, employee and business outcomes by becoming journey focused and individual centric.

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Service Journeys Impact Critical KPIs

What's a Service Journey?

The path taken by an individual interacting with any combination of touchpoints regarding an interest, need, request or requirement.

The Structural Conflict that is a Barrier to Maximizing CX Success

Your vertical siloed structure conflicts with customer service journeys that traverse horizontally across siloed responsibilities.

We are dedicated to helping overcome the conflict to produce great CX and business results. Find out how.

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Your CX Problems & Opportunities

01 Remove Friction from Channels, Experiences or Journeys
02 Align Critical CX Activities, IT and Dataflow
03 Address the Structural Conflict

Your CX Problems & Opportunities

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01

Remove Friction from Channels, Experiences or Journeys

The vertical silo focus is a barrier to aligning five critical CX activities and related technology and dataflow.

As a result, there is a challenge to generating timely and actionable CX intel. This inhibits the ability to deliver personalized real-time touchpoints via channel of choice.

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02

Align Critical CX Activities, IT and Dataflow

The vertical silo focus is a barrier to aligning five critical CX activities and related technology and dataflow.

As a result, there is a challenge to generating timely and actionable CX intel. This inhibits the ability to deliver personalized real-time touchpoints via channel of choice.

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03

Address the Structural Conflict

There are always incremental CX improvements that can be made.

Until the foundational conflict between the siloed vertical focus and horizontal service journeys is resolved, customer-centricity and a smooth end-to-end customer journey will be elusive.

Our Solutions, Your Results

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01

Remove Friction from Channels, Experiences or Journeys

The vertical silo focus is a barrier to aligning five critical CX activities and related technology and dataflow.

As a result, there is a challenge to generating timely and actionable CX intel. This inhibits the ability to deliver personalized real-time touchpoints via channel of choice.

Image
02

Align Critical CX Activities, IT and Dataflow

The vertical silo focus is a barrier to aligning five critical CX activities and related technology and dataflow.

As a result, there is a challenge to generating timely and actionable CX intel. This inhibits the ability to deliver personalized real-time touchpoints via channel of choice.

Image
03

Address the Structural Conflict

There are always incremental CX improvements that can be made.

Until the foundational conflict between the siloed vertical focus and horizontal service journeys is resolved, customer-centricity and a smooth end-to-end customer journey will be elusive.

Our Solutions, Your Results

01 Remove Friction from Channels, Experiences or Journeys
02 Align Critical CX Activities, IT and Dataflow
03 Address the Structural Conflict

Why Service Journey Strategies

01 Agile, Results-First
02 Experts on a Global Scale
03 Quickly Achieve Real Service Journey or Cultural Transformation

Why Service Journey Strategies

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01

Remove Friction from Channels, Experiences or Journeys

The vertical silo focus is a barrier to aligning five critical CX activities and related technology and dataflow.

As a result, there is a challenge to generating timely and actionable CX intel. This inhibits the ability to deliver personalized real-time touchpoints via channel of choice.

Image
02

Align Critical CX Activities, IT and Dataflow

The vertical silo focus is a barrier to aligning five critical CX activities and related technology and dataflow.

As a result, there is a challenge to generating timely and actionable CX intel. This inhibits the ability to deliver personalized real-time touchpoints via channel of choice.

Image
03

Address the Structural Conflict

There are always incremental CX improvements that can be made.

Until the foundational conflict between the siloed vertical focus and horizontal service journeys is resolved, customer-centricity and a smooth end-to-end customer journey will be elusive.

We are Here to Help

Take a step today to start to gain insights into how best to seize your CX opportunities. Email us your questions. We are passionate about service journeys and look forward to helping.
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Real-World Solutions

A simplified service journey turned frustrated customers into promoters and saved the client millions of dollars.
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Case Study

We helped one of the world’s most recognizable consumer electronics brands rethink and improve customer experience in their outsourced contact centers.

FINDING ANSWERS
The client’s attempts at customer journey mapping yielded inconsistent results and lacked actionable recommendations. We provided a more practical, outside-in approach.

OUTCOMES
Service Blueprints helped the client visualize points along the service journey that caused friction and frustrated customers. We also identified a set of practical recommendations to help the client improve customer experience.

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Service Journey Strategies Inc. helped us understand our delivery gaps and also the performance issues in our organization.

Executive Manager

Malaysia
I look at service journeys differently. Now, I imagine an experience from a members' point-of-view.

Project Lead

United States
Service Journey Strategies Inc. has given us different methods to break down and then re-design the customer experience.

Project Lead

Australia
We use Service Journey Thinking to proactively improve products, optimize our self-help service, and provide better CX in general.

Project Manager

China

    Transform Your End-to-End Customer Journey

    Find out how you can solve structural conflict, journey friction, and CX dataflow.
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    Happening Soon

    Training Opportunity

    COPC® Service Journey Thinking (SJT) Live Virtual Training

    Dec 13-15 • 8:30AM-12:30PM CST (UTC-6)
    Download Brochure
    Register Now

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