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journey systems
Measure impact and drive change through journey-based experience management systems. Our systems are designed to support both the journey redesign teams and the centralized customer experience team throughout the transformation program.

Companies looking to substantially improve their customer experience face a number of challenges: their current systems often focus on touchpoints instead of assessing the end-to-end customer experience, and their systems don’t provide insights that enable immediate responses to customer feedback.

Journey Systems solutions allow clients to design the system in co-creation workshops with each user group, implement the required technology, and instill a cultural mindset shift through new processes and learning programs.

Using this approach, organizations are able to track real-time performance improvements, transform the way they respond to customer feedback, and engage frontline teams in identifying opportunities for improvements.

10–15%

revenue growth

25%

reduction in churn

20%

uplift in customer conversion

Journey Systems Solutions

Journey Pilot. Allows journey redesign teams to track impact as they launch new capabilities to improve customer journeys.

System Design. Provides executives with an end-to-end system blueprint that defines the business requirements for the new system as well as the new capabilities and processes needed to maximize the impact of the system.

Journey System. Is the end-to-end design and deployment of a new system that collects, analyzes, reports, and enables follow-up on customer feedback.

OTHER AREAS CUSTOMER EXPERIENCE SOLUTIONS CAN HELP

Journey Diagnostics

Benchmark your current customer experience capabilities, quantify the importance of each customer journey, benchmark performance by journey, and calculate the expected financial value of your transformation program

Journey Analytics

From assessment and design to predictions and monitoring performance, Journey Analytics helps organizations create customer journeys that deliver impact

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