Customer experience design

You have perhaps already mapped your customer journey and may even have started thinking about what it might look like in the future. But the chances are you are getting bogged down in detailed process maps, arguments about which touch-points to focus on and where you need to 'wow' versus merely satisfy your customers.

No? Trust us - you will.

Our customer experience design workshop takes a simple yet rigorous approach to defining the touch-points, understanding the experience you currently provide and then using your brand promise as a framework, designing the new experience. By working with executives from across the various functions we ensure that the design of the experience is rooted in your brand and what it stands for, yet grounded in the operational realities. It also ensures that the fit between the customer experience and employee experience is forged early on as we know from our work and research that this is the only way to sustain success.

What We'll Cover

  • The desired ‘emotion curve’ of the customer and how the experience needs to be delivered to achieve this.
  • The touch-points you need to ‘over-index’ in order to dramatise your promise and create hallmarks for your brand.
  • People, process and product implications and a blueprint for action.