Customer Journey Design
Seeing all the services through the eyes of the consumers – and approaching customers with cross-channel offers right where they are
Digitisation has considerably changed the demands consumers make on modern customer service. It is not only about making a broad offer available through communication channels such as social media, apps, online and video chat and self-service platforms. The greatest challenge is much more about integrating all the channels seamlessly together and identifying the ideal communication channel for customers in each situation. This allows you to approach them at the right moment on their “customer journey”, through the right channel with the right information.
We offer you comprehensive support in all aspects of customer journey design on the basis of sound know-how regarding processes and methodology. With our expertise in the design of service experiences across many different sectors, we help our clients to precisely identify and realize consumer demands and desired contact options.
- Individual service experiences
We develop individually tailored service experiences based on your priorities and tangibly observable behavior patterns
- Comprehensive customer observation
Customer preferences and behavior are anticipated on the basis of detailed analyses
- Analysis and design of the customer journey
Seamless service architecture that focuses on all channels which generate the greatest added value for your company
- Cross-channel customer communication
Seamless integration of contact channels ensures a unique service experience
- Proactive customer approach through the ideal contact channel
Targeted, proactive approach to customers at the right moment through the right medium