Customer Journey Design

Deliver seamless experiences across every channel, driving competitive edge and market differentiation

Customer Journey Design

Deliver seamless experiences across every channel, driving competitive edge and market differentiation

Customer Journey Design Across All Touch Points

Good design relies on having access to accurate customer feedback data.  Accurate data facilitates quick decisions and adaptation of technology to meet constantly changing and demanding customer expectations.

Our detailed audit of the customer journey, using our Engage to Influence methodology, alongside our customer feedback audit, will pin-point where and how you can make changes to improve customer contact and engagement.

We can also weave cutting edge technologies such as natural language IVR and voice bio metrics to give you a competitive edge on which to build a truly seamless and effortless experience.

Pin-point precise areas in the customer journey that need addressing

By auditing all areas of the customer experience journey, we can precisely pin-point which areas actually need re-designing (not just what you think need re-designing) saving you time and money.

Improve the customer experience & increase business revenue

Providing near-live intelligence so that improvement opportunities can be found and acted on quickly and in the moment to avoid issues escalating.

Improve operational efficiency


By streamlining and improving the customer journey it costs less to service the customer.

3 Steps To Success

We follow a three step process for all of our projects to ensure success:

Discovery

The first step is to understand your customer experience operations and the technology you use. We’ll keep your customer front of mind, whilst engaging with key stakeholders, to ensure objectives are more easily achieved. This helps us determine the right focus, very quickly.

Design

Based on our findings from the discovery phase we’ll re-design any area that needs attention, to ensure every touchpoint is effortless for your customers and profitable for your business, whilst creating an environment of continuous  improvement.

Implement

Finally, we’ll work alongside your own teams to implement your new service, whether using your own technologies or rolling out new ones. We’ll also keep a close eye on agreed objectives and KPIs to ensure you maximise the benefits and return on investment now and in the future.

We strive to make our clients happy

So, let's be happy together

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Average handling time reduction in live chat for a global fast food retailer

We strive to make our clients happy

so, let's be happy together

0 %
Average handling time reduction in live chat for a global fast food retailer

Ask Us Anything

A customer journey is what a customer has to do to interact with your organisation. You can measure journeys over different periods of time and multiple aspects of the process such as digital and its link to telephony or web chat. Mapping a customer journey and plotting it against customer feedback at each touch point is a valuable way of understanding whether your customer journey is negatively or positively impacting on customer experience.

Customer journey design is important because, to your customers, the journeys are your business. Your customer journeys affect how your customers feel about you and whether they will continue to do business with you. Using design that engages customers enables you to influence behaviour within the customer journey and delivers ‘win-win’ experiences, which work for you and your customers. 

A bad customer journey can lose you customers and generate complaints. It can also result in negative sentiment, which spreads through word of mouth and social media, resulting in possible damage to the brand you have worked so hard to develop.

A good customer journey works for you and for your customers. It uses language that is easy to understand, flows naturally and engages customers at every touch point, creating positive emotions such as trust and confidence. The good news is that achieving this has many commercial benefits too!

Customer journey design can be used to influence behaviour and as a result specific business objectives. This is where a lot of journey design falls down, meaning targets can be missed and ROI is lower than expected. However, using a design methodology that is proven to  actively influence customer  behaviour means that you can achieve both operational and CX objectives.

You can prove ROI through improvements to customer feedback scores. You can also use a measurement framework based on your cost of contact. Contact channels usually provide great base data to work with (if yours doesn’t you need to talk to us!) and this can be used to create a clear benefits framework that demonstrates ROI.

Customer journeys work best when there is a detailed understanding of how you actively engage your customers – in brand tone of voice, specific contact channels and based on the reason for contact. This can be hard to do internally because you are sometimes too close to business operations. Bringing an experienced, external pair of ‘fresh eyes’ in to your business, who know how to engage customers can cut through some of the ‘clutter’ and add a lot of value in a very short space of time.

You need to design journeys for all customer contact channels. Phone, IVR, social media, SMS, chat and web are the main ones but as new technologies come out we always make sure we can design effectively for them too.

Blogs and Case Studies

  • Telephony & IVR
    Top tips for recording your own IVR and on-hold voice messages
    READ MORE
    March 18, 2020
    Blogs, Industry news, Our Thoughts
    With Coronavirus widespread, your contact centre is having to adapt ...
  • Emotions In The Customer Journey
    READ MORE
    November 7, 2019
    Blogs, Cost Reduction, CSAT
    I travel around a lot with work and often stop to grab a coffee...
  • James-Hay
    James Hay Partnership
    READ MORE
    September 25, 2019
    Case Studies, CSAT
    Situation: Constant negative NPS score when completing post interaction surveys by post. This...

Keep In Touch

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Keep In Touch

In order to provide you with the requested information, we need to store and process your personal data. For full details on how we store your personal data for this purpose, please refer to our Privacy Policy. Please note we may also send you other related content.  


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