Large progressive companies are setting your customers’ expectations, even if they are not relevant with your organization’s industry. To gain advantage in this changing environment, organizations must shift from service or product-centric operating models to customer-centric models. Craft It Consulting applies proven customer journey mapping techniques to help organizations make impactful changes.
Gain a unique view into customer needs and experience, based on a combination of data-driven insights and empathy derived from qualitative research.
Identify and fix problems and “pain points” in existing interactions.
Engage and connect operations (people, processes, and technology) with customer experience.
By the numbers…
of companies map current-state customer journeys
of companies map future-state customer journeys
map the ecosystem that delivers customer journeys
Develop customer journey hypotheses through highly interactive workshops with cross-functional stakeholders.
Validate hypotheses through a combination of data analysis and ethnographic qualitative methods such as interviews or field observations.
Bring customer experience to life and create empathy among internal stakeholders through poster-sized visuals that map data and customer verbatims.
Define A Vision
Engage cross-functional stakeholders in workshops to define a vision for the future customer journey.