What's included

• Customer Journey Mapping

  - Detailed Journey Maps: Create comprehensive maps of the customer journey, highlighting all touchpoints. - Touchpoint Analysis: Identify key interactions and moments that matter most to customers.

• Customer Feedback Collection

  - Surveys and Questionnaires: Develop and distribute surveys to collect customer feedback on various touchpoints. - Focus Groups: Conduct focus group sessions to gain deeper insights into customer experiences and perceptions.

• Data Analysis and Insights

  - Customer Feedback Analysis: Analyze feedback to identify common themes, pain points, and areas for improvement. - Performance Metrics: Evaluate existing performance metrics to identify gaps in service delivery and customer satisfaction.

• Competitor Benchmarking

  - Competitive Analysis: Benchmark your customer experience against competitors to identify relative strengths and weaknesses. - Best Practices Identification: Highlight best practices from industry leaders that can be adapted to improve CX.

• Touchpoint Effectiveness Evaluation

  - Channel Performance Review: Assess the effectiveness of various customer interaction channels. - Omni-Channel Consistency: Evaluate the consistency of customer experience across multiple channels and platforms.

• Gap Analysis Report

  - Comprehensive Report: Develop a detailed report outlining identified gaps and weaknesses in the customer journey. - Root Cause Analysis: Provide an analysis of the underlying causes of identified issues.

• Actionable Recommendations

  - Improvement Strategies: Offer strategic recommendations to address identified gaps and enhance customer experience. - Prioritized Action Plan: Develop a prioritized action plan for implementing recommended improvements.

• Stakeholder Workshops

  - Collaborative Sessions: Facilitate workshops with key stakeholders to discuss findings and align on improvement initiatives. - Solution Brainstorming: Conduct brainstorming sessions to generate innovative solutions to address CX gaps.

• Continuous Monitoring Framework

  - Ongoing Measurement: Establish a framework for continuous monitoring and evaluation of customer experience across touchpoints. - Feedback Loop: Implement a feedback loop to ensure ongoing improvements based on customer insights and performance data.