We explore the highs, lows, and moments of differentiation within each interaction between your brand and your customer. We imagine a desired future state, and design a brand aligned customer experience across the entire journey.
We do this work co-creatively by engaging your most important audiences including your customers, employees, partners, retailers and their associates.
We use our proprietary customer engagement mapping framework to guide this work which includes:
Person not Persona
Current & Desired
Human & Digital
Functional & Emotional
From this work you are armed with and end-to-end customer journey map, an implementation roadmap and a customer experience playbook.
To help you understand the impact and ROI of your CX efforts across the entire journey, we measure customer experience in a consistent and continuous manner to evaluate efforts and glean actionable insights to guide improvements and adjustments.
- Brand Immersion
- Individual Interviews (IDIs)
- Customer Co-creation
- Ideation Labs
- CX Business Casing
- Prioritization & Action Planning
- Organizational Readiness Assessment
- Organizational Alignment
- ROXI strategy and execution as a service