What we do
Customer Journey Mapping shows the customer’s touchpoints with the company at every step - from initial contact through to sales support and renewal. It analyses the experience that you want to provide to the customer versus the one the customer would like to receive.
- Mapping and understanding of the overall customer experience along various touchpoints between the customer and a brand.
- Early identification of underperforming touchpoints & quick-wins for significant CX improvements.
- Identification of critical gaps between customer expectation and current CX delivery.
- Identification of key experience performance drivers which impact NPS, satisfaction & effort.