We help you map your customer journey
From awareness through to retention, we help you better understand the journey customers take with your brand. Through customer journey mapping and service design blueprinting, we identify ways to improve the customer experience at every touchpoint.
Gap analysis
We map and benchmark customer expectations against your current customer journey to identify experience gaps and potential pain points.
Techniques
- Voice of customer (VoC)
- Service gap analysis
- User testing
- Competitor & sector benchmarking
- Customer surveying
- Online analytics analysis
- Ethnographic research
- Customer focus groups
- Future trend research
- Customer depth interviews
- Customer segmentation
- Stakeholder workshops
- Data & systems auditing
Customer focus
We create a set of values to underpin, and drive consistency across, your customer experience and articulate your customers’ needs in a trackable and actionable way.
Techniques
- Organisation value definition
- Needs-based customer profiles
- Customer empathy mapping
- Employee values definition
- Customer value proposition design
- CX strategy
- Stakeholder management
Optimising the customer journey
We create improved customer journeys, mapping service, platforms and data required to deliver each part of the experience. We then help you prioritise new CX initiatives.
Techniques
- Customer journey mapping
- Prioritisation methodology
- Conversion rate optimisation
- Service design blueprinting
- Experience design
- Omnichannel strategy
- Employee experience design
- Data science / modelling
- CX measurement
Redesigning the customer journey
See how we've helped some of the world's biggest brands understand and redefine the customer journey.
View workHave a customer or user experience challenge?
We help brands across the globe improve the experience they provide customers. Get in touch to speak to one of our consultants.
