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.
Service Journeys Impact Critical KPIs
What's a Service Journey?
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.
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.
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.
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.
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.
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.
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.
We are Here to Help
Real-World Solutions
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.
Transform Your End-to-End Customer Journey
Resources Made For You
Four Stages To Implementing a CX Transformation: From Mapping To Dataflow to Your Journey Model
The Six Rethinks
