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.

Your CX Problems & Opportunities

Remove Friction from Channels, Experiences or Journeys

The vertical siloed view, dataflow and other factors create friction within service journeys.

Friction results in a non-optimal experience such as undesired channel shift, or churn out of the service journey.

Friction is often the result of inefficient backstage processes. This inefficiency frustrates employees and can negatively impact timing and/or frontstage customer touchpoints.

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.

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

Opportunity: Remove Friction from Channels, Experiences or Journeys

Our Solution: Service journey blueprinting sprint #1 is used to identify friction and develop and prioritize solutions. Sprint #2 tests solutions in order to design and help implement relevant solutions at scale.

Your Results: Reducing friction by addressing backstage processes makes the organization more efficient. This reduces costs and improves employee experiences while improving customer experiences and business results.






Opportunity: Align Critical CX Activities, IT and Dataflow

Our Solution: Conduct a current state to best practices gap analysis of five critical CX activities and their IT and dataflow in order to design and help implement a roadmap to close the gap.

Your Results: The gap analysis and roadmap will highlight how to generate actionable service journey intel in real-time in order to develop and deliver:

  • The right touchpoint
  • At the right time
  • To the right person
  • With the right message
  • Via the right channel
  • Creating the right experience and results for that service journey

Opportunity: Address the Structural Conflict

Our Solution: Integrated Service Journey Model to identify the service journeys and layer service journey roles, responsibilities, measurements and accountability over your current departmental structure

Your Results: Enterprise alignment of CX strategy, people, processes, IT and dataflow to service journeys. This transformation is foundational to achieving customer-centricity and the related defendable competitive advantage.

Why Service Journey Strategies

Remove Friction from Channels, Experiences or Journeys

The vertical siloed view, dataflow and other factors create friction within service journeys.

Friction results in a non-optimal experience such as undesired channel shift, or churn out of the service journey.

Friction is often the result of inefficient backstage processes. This inefficiency frustrates employees and can negatively impact timing and/or frontstage customer touchpoints.

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.

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.

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

Remove Friction from Channels, Experiences or Journeys

The vertical siloed view, dataflow and other factors create friction within service journeys.

Friction results in a non-optimal experience such as undesired channel shift, or churn out of the service journey.

Friction is often the result of inefficient backstage processes. This inefficiency frustrates employees and can negatively impact timing and/or frontstage customer touchpoints.

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.

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.

Opportunity: Remove Friction from Channels, Experiences or Journeys

Our Solution: Service journey blueprinting sprint #1 is used to identify friction and develop and prioritize solutions. Sprint #2 tests solutions in order to design and help implement relevant solutions at scale.

Your Results: Reducing friction by addressing backstage processes makes the organization more efficient. This reduces costs and improves employee experiences while improving customer experiences and business results.


 

Opportunity: Align Critical CX Activities, IT and Dataflow

Our Solution: Conduct a current state to best practices gap analysis of five critical CX activities and their IT and dataflow in order to design and help implement a roadmap to close the gap.

Your Results: The gap analysis and roadmap will highlight how to generate actionable service journey intel in real-time in order to develop and deliver:

  • The right touchpoint
  • At the right time
  • To the right person
  • With the right message
  • Via the right channel
  • Creating the right experience and results for that service journey



Opportunity: Address the Structural Conflict

Our Solution: Integrated Service Journey Model to identify the service journeys and layer service journey roles, responsibilities, measurements and accountability over your current departmental structure

Your Results: Enterprise alignment of CX strategy, people, processes, IT and dataflow to service journeys. This transformation is foundational to achieving customer-centricity and the related defendable competitive advantage.

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

Agile, Results-First

Unlike other consulting firms we apply an “agile, results-first” approach.

  • We learn from results-first improvements quickly executed in “sprints”
  • We apply the results to design the implementation plan, roadmap and measurements to quickly scale learnings.

Experts on a Global Scale

Our experts apply deep expertise to your opportunities.

Design and implementation support are provided by consultants with an average of 17 years of CX experience.

Our experts are located and work around the world.

Quickly Achieve Real Service Journey or Cultural Transformation

Our agile, results-first approach enables us to quickly align strategy, people, process, technology and data.

Achieve real and quantifiable CX, service journey and organizational transformation.

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.

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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What Our Clients Are Saying

Transform Your End-to-End Customer Journey

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

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Resources Made For You

BROCHURE
Service Journey Thinking
Explore how Service Journey Thinking can transform customer experience.

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VIDEO
What is a Service Journey?
CX strategy expert Rick Zayas briefs you on the ideas behind Service Journey Thinking.

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WHITE PAPER
How to Win The Journey Economy
A how-to guide with clear direction of where your organization needs to start.

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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
13 Days
10 Hours
56 Minutes
20 Seconds
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