Client case studies > Roadmap and redesign of the customer journey

Customer experience

Roadmap and redesign of the customer journey

  • Data-led strategy
  • Financial services
Cartographie et refonte des parcours clients

Challenge

Société Générale Insurance is the insurance branch of the group Société Générale.

Striving to increase their customer satisfaction, the client has requested the design of omnichannel customer journeys.

The main objectives are
  1. 01.

    Design a holistic roadmap encompassing the customer journeys for each product

  2. 02.

    Prioritise the projects redefining the customer journeys

  3. 03.

    Improve the ”water damage” journey

Deliverables
  • Roadmap of the existing journeys and definition of priority journeys
  • Target journey “water damage” and prioritise relevant journeys (5 journeys prioritised)
  • Book methodology “customer journey design”
  • Elaboration of rules explaining the functioning of a CX community

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