Customer experience

Redesign of the customer experience

Challenge

Several of our clients in the auto and mobility sector wanted to rethink and adapt the customer experience (CX) according to their needs.

The main objectives are

01.
Propose end-to-end customer journeys, through exploiting data and technological innovations (biometry, video analytics… )
02.
Implement a method to analyse the customer experience according to a client-network-associate logic
03.
Understand the impacts of the CX ambition on the business requirements, organisation and digital solutions

Deliverables

Shared CX ambition and vision
Implementation of consumer experience analytics solution and associated cockpit.
Roadmap and prioritisation of the process, organisation and solutions aspects
Mapping of customer journeys, including data and technological innovations