Experience Enablement Services

Journey mapping & management
Building essential capabilities across your teams.

Create impactful journey maps and personas to align on customer goals and experiences. Transform static maps into actionable tools by adding data and insights to pinpoint pain points and opportunities. Ensure action with a clear plan, ownership, and defined roles.

• Journey map development and persona creation
• How to socialize insights across silos
• Building and using data integrations
• Issue identification, prioritization, and activation planning
• Storytelling and executive buy-in techniques
  

Example outcomes:

• High-impact journey visualizations to gain buy-in, create a common understanding, and pinpoint specific areas for improvement
• Prioritized roadmap of improvements
• Quick wins tied to revenue generation or operational efficiency identified
• Action plan with assigned ownership, tracking implementation progress

Vision and strategy
Establishing a clear CX direction for your organization.

Establish a clear direction that aligns customer goals with business objectives. Bring the customer into strategic and operational decision-making, ensuring that CX initiatives contribute directly to business priorities.

• CX vision and objectives workshops
• Defining a strategy aligned to business KPIs
• Creating a roadmap of priority journeys tied to impact
  

Example outcomes:

• Strategic direction aligning customer and business KPIs (e.g., NPS, customer retention)
• Business objectives are aligned with customer goals
• The customer is injected into strategic and operational decision-making

Organizational buy-In and activation
Driving adoption, governance, and sustainable change.

Cultivate enterprise-wide engagement and customer understanding. Engage stakeholders in journey mapping; align journey improvements with business objectives; foster collaboration and best practice sharing, along with many more tactics to build buy-in and drive momentum for CX improvement implementation.

• Stakeholder engagement and activation planning
• Governance models for cross-team alignment
• Change management coaching
  
• Roadmapping future-state journeys
  
• Maturity assessments, readiness checklists, and inventories
  

Example outcomes:

• Champion networks that drive sustainable change across the business
• Better customer understanding across functions—fuelling faster CX decision-making
• The customer perspective is infused into the working practices across teams
• Collaboration, co-creation, and best-practice-sharing across your organization

Measurement, ROI, and business impact
Proving CX ROI and embedding measurement into operations.

Develop a measurement framework to track performance and demonstrate the impact of CX initiatives. Generate insights from various data sources, enriching Voice of the Customer with analytics and operational data. Continually assess how customer experience improvements link to business priorities and customer goals by connecting CX measures with performance data and KPIs.

• Aligning CX measures with business objectives
• CX metrics framework design
• Voice of Customer (VoC) integration and reporting
  
• Step-level and journey-level impact assessments
  

Example outcomes:

• Know how to demonstrate the value of CX projects by connecting journey improvements to measurable ‘business’ outcomes
• Build credibility, buy-in, and drive meaningful change by aligning CX metrics with business performance to demonstrate value creation

Generative AI for CX
Preparing your teams to leverage GenAI for smarter journey management.

Equip your teams with the necessary knowledge and skills to effectively utilize Generative AI technologies, enabling them to optimize journey planning, improve customer experiences, and innovate processes by harnessing the power of AI-driven insights and automation.

• How to effectively use GenAI tools within JourneyTrack
• Guidance on selecting the appropriate data for AI models
• Exploring future-state impacts of AI on CX and journey management
  

Example outcomes:

• Teams confidently apply AI-driven tools to accelerate journey mapping and planning.
• Organizations gain clarity on how to utilize the right data to unlock reliable and actionable insights.
• Leaders explore future applications of GenAI to continuously improve customer experience and business performance.

Custom advisory and strategic coaching
On-demand expert guidance when and where you need it.

We are happy to customize advisory projects to meet your specific needs, like

• Brainstorming sessions and journey/project reviews
• Q&A sessions with seasoned advisors
• Strategic guidance on best practices, benchmarks, and emerging CX trends
  
• Evaluating your technology stack to ensure the success and scalability of your CX initiatives.