Best in Class Customer Experience
The complexity of dealing with customers, channels, and competitors is only growing. Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet.
Customer Experience Transformation is a sequential process of continuous improvement and refinement.
- Define a clear customer-experience aspiration, value proposition and common purpose
- Develop a deep understanding of what matters to customers to inform journey redesign
- Use behavioral psychology to manage customer expectations
- Innovate journeys, including digital and design thinking
- Use customer journey to empower the front line
- Define journey metrics and the governance system to continuously improve the journey and inform its redesign
Building a customer journey is generally a linear process based on extensive external and internal research.
State of the art customer journey design adds agiles elements in form of co-operative solution creation and prototyping to the linear approach.
Therefore the development of a best in class customer journey consists of eight steps and includes qualitative as well as quantitative methods. Segmentation and prototyping are the important cornerstones of the approach.
Examination of journeys to identify potential pain points in the flow
Together with a Pharma Company DDIAM developed and implemented a new integrated customer experience using agile elements within 16 weeks.
