Optimising the customer journey
Improve customer experience at all touchpoints
We map customer journeys and identify opportunities for improvement.
What does the journey look like? Which points of interaction exist? Can we create new ones? Where do we have the biggest opportunity to affect our customers? How do we perform today? Which adjustments can and should be made? How should we prioritise?
Together we develop action plans for how the journeys should be optimised, step by step.
- Mapping
- Gap analysis
- Idea generation
- Resources & priorities
- Development plans
- Continuous follow-up