manage
customer journeys from insight to realisation
What does your customer really need? Once you know that, you replace assumptions with insights and create a validated value proposition. Then, take control of your customer journeys and monitor the insights and data. This way, you start a continuous process of researching, streamlining, and improving. We help you prioritise on customer and business value, so that you can implement impactful innovations in your operations and channels.
Our building blocks
We’re keen to discuss these with you to come to a tailored approach.
Customer Research
Need-based customer profiles provide actionable insights on customer expectations.
Journey mapping
Qualitative customer research provides insights mapped along the customer journey.
Priority scorecard
Opportunities identified from insights are prioritised based on customer, business, society value.
Value proposition
Define and validate your proposition or customer promise based on customer insights.
Service blueprint
Link customer journeys with internal processes in order to streamline your operations.
Journey framework
A defined structure for how your customer journeys are connected to ensure all teams are aligned.
Journey tooling
A central repository to manage your challenges, opportunities and initiatives across journeys.
Future vision
Formulate your future service offering based on insights and trends, using scenario planning.
The bottom line of journey management:
1
Understand your customer
Customer insights from research and data mapped in the context of the customer journey, to identify opportunities for improvement.
2
Get your priorities straight
Prioritising improvement opportunities based on customer- and business value enables you to define your roadmap objectively.
3
Validated solutions
The quality of implementation determines your success. Validating solutions with customers is crucial for achieving impact.
Sander Kruitwagen
BizOps & Practice Lead