Customer Experience Strategy

First you need to describe the attributes of the intended customer experience and ensure that your vision is consistent with your corporate strategy. We can help you develop or revise your CX vison, missions and goals and help you define or update your strategy objectives:

CX Vision, Mission and Goal Workshop

CX Strategy Scorecard

Customer Understanding

Your strategy needs to be informed by a shared understanding of who your customers are, how they perceive the interactions they’re having with your company today, and what they want and need from your company in the future. We can help you with quantitative and qualitative research and analysis to replace everyone’s best guesses about customers with real actionable insights:

Market Segmentation

Persona Development

Customer Journey Mapping