Future State Strategy
After a clear understanding of the Current State has been developed, clients often want to envision what their future state customer experience should be. Our approach is to develop a customer-centric strategy that optimizes an organization's strengths and differentiators, and remedies challenges identified in the Current State. We facilitate qualitative interviews with internal stakeholders, prospects and customers in order to gain consensus and understanding around the ideal customer experience moving forward. We also identify persona-specific treatment strategies.
+ Customer Strategy Development
Our customer-focused strategy takes the approach of developing from the customer's point of view, ensuring that any strategy will be executed with the end-customer in mind.
+ Future State Customer Touchmap
This mapping process illustrates the future state by featuring a set of choreographed CEM interactions across the customer lifecycle and describing new customer experiences at each touchpoint. The maps can also indicate the internal enablers (e.g., systems, processes, people) needed to deliver the ideal experience.
+ Journey Map
Consusus and change are always easier when the vision is clear and concise. Our journey maps provide the unifying vision needed to align the organization around the customer.
+ Customer Storyboards
Our storyboarding process brings the experiences of a customer to life in the ideal future state. This "envisioning" approach clearly illuminates the customer experience of various customer segments. These storyboards are helpful in further communicating the vision throughout the organization, particularly with agencies and/or customer facing personnel.