Client case studies
Roadmap and redesign of the customer journey
How to digitalise, socialise and improve the flow of the customer journey? What role for human resources?
What is the pertinence, role and cost of each channel in the customer journey?
How to effectively allocate channels to the segments and customers which need them?
Giving multiple accesses to customers is key in a customer-brand relationship. Effectively, this requires delivering more channels and ensuring constant availability. The convenience given to customers is however a data, technological and organisational challenge and demands to rethink the role of digital and human resources within the customer journey.
Associate Customer ExperienceContact