Capabilities

Enhancing the Customer Journey to Unlock Value

“Customer Journey Mapping” heightens awareness of untapped potential. We leverage digital tools, a wide range of analytics, and a host of experiential-based consulting methods to understand the customer path to purchase … or not purchase. We help our clients understand the value levers that improve satisfaction, drive innovative solutions, tackle inefficiencies, and remove conversion roadblocks. We ruthlessly focus on the customer experience and improve how you support them, drive stickiness, and increase profitability.

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Customer Interactions

Measure customers’ satisfaction at each step of their journey using CX technology

Improve interactions between your organization and customers based on CSAT feedback

Enhance Communication

Convert information and data into a digestible visual story

Drive communication and alignment using innovative technology leading to transparency between your organization and customers

Operational & Process Improvements

Identify opportunities by targeting gaps and bottlenecks in the experience model

Target technology deficiencies and opportunities for digital transformation to create an improved process

Adjust and optimize processes and customer touch points to align with the unique journey and expectations

Customer Expectations

Compare customers’ initial expectations of the brand with the reality of how they are being serviced through analytics

Analyze customer retention rates

Optimize Data and Analytics

Utilize external analytics to uncover trends and consumer demands and assesses marketing efforts through CRM data

Data mine to develop a historical financial baseline to reveal seasonality and YoY trends

Lifecycle Management

Track how customers navigate through internal lifecycles: marketing plans, sales, services, support, etc.

Assess opportunities to improve and expedite the customer buying process

Drive Decision-Making

Leverage the stakeholders’ full view and touch points to drive decisions

Improve efficiency for internal teams and the customers

Omnichannel Marketing

Create a model to activate strategic change necessary to achieve significant YoY growth

Implement innovative operational changes to maintain future initiatives

Institute in-depth competitive analyses

Manage Growth

Visualize the customer interaction with an organization through all channels

Encourage user-driven marketing opportunities

Proven Results

Download our factsheet to see how we helped clients solve their biggest problems

How we optimized processes and improved efficiency for a global information and insights company

How we improved customer onboarding, problem resolution, and speed to revenue for a luxury retailer

How we helped an investment bank navigate regulatory shifts and industry mandated changes

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Select Experts

Reuben Brown
Vice President

Reuben is an executive with over 20 years of business transformation, management consulting, and information technology (IT) experience for Fortune 500 companies across multiple industries, including financial services, insurance, communications & high tech, retail, and consumer goods. With functional expertise […]

Chris Ventry
Vice President, Retail & Consumer Packaged Goods

Chris’s background spans advisory and management roles at leading consultancies, financial institutions, and retailers. Chris is a recognized leader in digital and retail, with 20+ years of experience driving revenue and margin improvement. He helps clients drive sales and margin […]

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