Services/Experience and commerce
Customer experience
The journey across web, app, store, and contact center. We fix the breaks between them, which is where customers actually get stuck.
For CX and operations leaders with a good app and a bad handoff.
Outcomes
- A map of the breaks, with evidence
- One or two journeys redesigned end to end
- Measures that match the journey, not the department
What is included
- Journey research
- Service and channel design
- System changes at the handoff
- Measurement
Platforms: CRM, Contact center, Analytics
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