Powerful CX
(Customer Experience)
Services / programs
Customer experience seamless, frictionless and low-effort interactions with their digital products and services. But in the real world they don’t. Think of returning a product in a brick-and-mortar store vs. online shopping. As a consequence, many companies are losing customers and missing out on the chance to attract new customers.
Purpose
Design customer experiences that grow your business through experience-led innovation and differentiation, and consistently bringing your brand to life.
What is Powerful CX?
Digital natives aren’t the only ones who expect an outstanding customer experience. But the fact is, many customer interactions across the range of touch-points still suffer from friction, misunderstandings and less than joyful experiences.
Conjointly, we will create a delightful end-to-end customer experience, which shows that you care more about your customer than anyone else and hence builds your competitive advantage. Mapping the customer experience will reveal new growth opportunities and areas of innovation for your company, and help you focus your efforts on the moments that really matter, while deprioritizing those that don’t make a difference to customers.
Results
Identify new
innovation potentials
Refocus your efforts and
investments on what really matters
Increase differentiation and customer loyalty
Program overview
Journey mapping differs substantially from market research such as focus groups and surveys.
Its purpose it to spur creative thinking about the unarticulated customer needs. These serve as hypotheses for creating
and testing new product, service and partnership concepts and marketing tools.
step 0
Select relevant
customers types
step 1
Lay out hypothetical end-to-end customer journey
step 2
Validation of hypotheses
with customers
step 3
Mining the essential moments of truth, cutting through the noise
step 4
Define archetype personas and
map the journey of each
step 5
Define how to address low
points in the journey
step 6
Create concepts /
prototypes to test
step 0
Select relevant prospects/customers types
step 1
Lay out hypothetical end-to-end customer journey
step 2
Validation of hypotheses with prospects and customers
step 3
Mining the essential moments of truth, cutting through the noise
step 4
Define archetype personas and map the journey of each
step 5
Define how to address low points in the journey
step 6
Create concepts / prototypes to test
We know your time is valuable, so all our programs are streamlined and tackle your issues with no “filler content.”
Whenever possible, we use the sprint format to tackle the challenges at hand.