Improving journeys based upon measurement insights Now that the CX Measurement Framework is in place, we learn about the pain points and know where to make improvements to optimize customer journeys. This leads to higher customer satisfaction and loyalty. Below, read about the services we offer.
What can we do for you?
Mapping Customer Journeys. Also known as customer journey mapping, this starts with customer personas as a foundation. At eCXperience, we have developed a methodology for mapping the end-to-end customer journey, focusing on customer touchpoints rather than internal process steps. This approach ensures an outside-in perspective, viewing things through the customer's lens rather than from internal processes. eCXperience facilitates workshops where we collaboratively map customer journeys and train your employees to independently document customer journeys.
Applying CX Measurement Insights to Customer Journeys Once the customer journey, including pain points, is mapped out, we overlay the findings from the CX Measurement Framework. This creates a clear overview of where improvement opportunities lie. Our motto is to improve with impact, and we assist in gaining clarity and setting clear priorities.
Initiating and Continuous Improvement With a clear priority list, the next step is to start making improvements. Extracting insights from the CX Measurement Framework is one thing; taking action on improvement points is another challenge. Many companies excel at setting up measurements but face challenges in executing and implementing changes. This is where we step in. We monitor progress, help you develop an action plan, and work together to drive organizational change. We can take a proactive role as project managers or adopt a coaching role, supporting your team from the sidelines and guiding employees through the process.
