What's included

• Existing customer experience problems diagnose

  Through digging deep into customer journey and user interviews, identify the most important pain-points and root causes with your current service that might harm your customer retention & conversion.

• Future-state customer journey

  Identify key touchpoints that are crucial to be right for the future experience, how they should play out in whole customer journey in order to have happy and high retention customers.

• Action plan suggestions

  Provide short term wins and mid-long term plans, which could be divided by cross-functional teams. Provide follow up for explanation for the team if needed.