Customer Experience Strategic Roadmap

FMCG | US$ +2 Bi Revenue Client

Challenge: Create a customer experience roadmap for a recently formed area, deeply connected to the technology roadmap and bringing opportunities to increase both customer reach and loyalty.

Role & responsibilities: Project Director, responsible for the CX methodology, alignment with the client senior leadership, and supervision of the analysis & POCs.

Achievements: Definition of the area roadmap, deeply connected with the technology gates, definition of the key personas and the customer journey for each one, definition of an operational model for CX, and successful POCs delivered around Salesforce Personalization quick wins like cart abandonment and back in stock.