CX & JOURNEY CONSULTING

About CX & Journey Consulting

Our team has extensive experience working with customer experience data, having worked with clients to design, implement, and manage their Customer Experience Management and Journey programs. With a background in Behavioural Science, Neuromarketing, and Customer Experience, our team can take a comprehensive outside-in approach to your environment. Leverage our consulting team’s experience to: 

  • Implement mechanisms to nudge customer behaviour, minimising Cost of Acquisition and Customer Churn

  • Recommend solutions for Customer Experience measurement & analysis, as well omni-channel Journey Orchestration as part of a Customer Experience Management program

  • Learn how to leverage positive Employee Experience to improve Customer Experience and ROI

Consulting, Design & Methodology

Our team helps clients integrate customer data seamlessly.  Our workshops focus on understanding the unique needs and challenges of each client and designing tailor-made solutions that align with their goals and objectives. We work closely with our clients to design programs that enhance the customer experience, improve employee engagement, and drive business success.

Our methodology design process involves a comprehensive analysis of current systems and processes, identifying areas for improvement and innovation. We look at the customer journey from start to finish, mapping out touchpoints and opportunities for enhancement. We also review existing customer data sources to ensure that the insights gathered are integrated into the overall CX program.

One of the key challenges that businesses face is integrating customer data into their CX programs and technology. Our team of experts helps bridge this gap by developing streamlined processes and systems for data collection, analysis, and utilization. By integrating customer data seamlessly, businesses can gain valuable insights into customer behaviour, preferences, and needs, enabling them to create more personalized and targeted experiences.

Our approach is focused on creating a seamless and integrated customer experience that drives customer loyalty, satisfaction, and advocacy. We partner with our clients every step of the way, from initial consultation to program design and implementation, to ensure that their CX initiatives are successful and impactful. Some of the services we offer in this regard are: 

Meet the team.

  • Customer Data Source Mapping

  • Customer Journey Mapping

  • Employee Journey Mapping

  • CX and EX Feedback Mechanism Design

  • Text Analytics Taxonomy Design

  • Program Operational Design

  • Solution Implementation

Customer Data Technology

There are several technology solutions available to help businesses deliver on their objectives related to customer experience (CX) and customer journey mapping. Some of these include:
1. CX platforms: Solutions to manage and analyze customer interactions across various experiences, sub-experiences, and touchpoints. They provide insights into customer behavior and preferences, helping businesses improve their overall customer experience.
2. Customer Journey platforms: These platforms help businesses map out the various touchpoints and interactions that a customer goes through when interacting with a business. They provide a visual representation of the customer journey, helping businesses identify pain points and opportunities for improvement. Good Journey platforms will provide the ability to nudge and engage with customers based on a combination of customer feedback, journey paths, and customer profile data.
3. Text Analysis software: Solutions to analyze unstructured text data from sources such as customer feedback, reviews, and social media comments. This technology can help businesses understand customer sentiment, identify trends, and extract valuable insights from text data.
4. Customer Data platforms: Customer data platforms (CDPs) enable businesses to collect, unify, and analyze customer data from multiple sources, such as CRM systems, marketing automation tools, customer support platforms, etc. This technology provides a comprehensive view of customer data, enabling businesses to personalize interactions and improve customer engagement, acquisition and retention.
5. Data Integration: Data integration tools help businesses connect and consolidate data from various sources, allowing for more efficient data analysis and decision-making. By integrating data from different systems and sources, businesses can gain a deeper understanding of customer behavior and preferences, leading to more effective customer engagement strategies.

Leveraging these technology solutions can help businesses deliver on their objectives related to customer experience, customer journey mapping, and data analysis, ultimately leading to improved customer satisfaction and return on effort. 

Customer Data Insights

By integrating both behavioral and perceptual data, businesses can gain a more comprehensive understanding of their customers. Behavioral data includes the actions customers take, such as purchases or clicks, while perceptual data captures customers' opinions, attitudes, and preferences.
By combining these two types of data, businesses can create a more holistic view of their customers and tailor their marketing and sales strategies accordingly. This can lead to more accurate targeting, improved customer segmentation, and ultimately, better business outcomes. Our analysis techniques include:

  • Driver Analysis

  • Predictive Modelling

  • Associative Modelling (Correspondence Analysis, Principal Component Analysis)

  • Clustering and Segmentation

  • Text Analysis

Customer Experience Reporting

Our approach to customer experience reporting involves gathering data from various touchpoints and channels, analyzing the results to identify trends and opportunities for improvement, and presenting the findings in a clear and concise manner that is easily understood by both internal stakeholders and customers.

We work closely with our clients to understand their specific reporting needs and goals, and tailor our reporting solutions to meet those requirements. This may involve creating custom dashboards, interactive visualizations, or regular summary reports, depending on the requirements.
In addition to designing and implementing customer experience reporting systems, we also provide ongoing support and guidance to ensure that the reports are being used effectively to drive action and improve the customer experience.

Our team has extensive experience in working with a wide range of industries and clients, and we have a proven track record of delivering impactful and actionable customer experience reporting solutions, including: 

  • Executive Analytics Reports

  • Operational and Distributed Reports

  • Customer Journey Reports

Customer Data Governance

We help our clients establish clear guidelines for collecting, storing, and using customer data in compliance with privacy regulations such as GDPR and CCPA. This includes implementing secure data storage and encryption practices, limiting access to sensitive information, and obtaining customer consent for data collection and processing.

Additionally, we help clients regularly audit their data governance practices to identify and address any potential vulnerabilities or compliance issues. This proactive approach ensures that our clients can maintain the trust of their customers and protect their valuable data assets.

By prioritizing strong data governance practices, our clients can not only reduce the risk of data breaches and regulatory fines but also enhance their overall customer experience by demonstrating their commitment to protecting customer privacy.