Customer journey orchestration
We help you transform ordinary customer journeys to holistic happy paths through optimized channels and touchpoints
An effective digital customer journey is a holistic cross-business experience where open, ongoing and active interaction between different departments within the company is mandatory. We help you connect the gaps between marketing, sales, service and product development people so they can all better focus on providing the best customer experiences possible. Our customer journey orchestration services make insight, engaging and optimizing tools truly efficient.
Effective customer experiences increase customer loyalty
Instead of trying to fix everything at once we divide your customer journeys into shorter microjourneys and then optimize those one by one. This allows us to identify your customer’s exact positions in any given touchpoints and channels on their journey and provide required content, commands, messages, actions or services in precisely the right moment. This leads to personalized contextual customer experiences, strengthens your brand and customer loyalty and helps introducing and launching new products and experiences.
Dynamic monitoring is the decisive key of magic
We enable your businesses with a data-driven view of complex, cross-functional journeys by connecting to underlying systems, resolving identities and combining historical data, real-time activity, and machine learning insights. Unlike traditional campaign and workflow tools that usually require pre-defining moments of truth our CJO services monitor your customers dynamically. The difference is decisive.
1. Detailed insight helps tracking and helping your customers through troubles in real-time
We provide all access to automated customer journeys through real-time tracking across all touchpoints and channels. This allows instant visual recognition and identification of crucial drop-off points and underperforming segments where your customers are experiencing friction.
2. Differentiating engaging turns boring customer journeys into smooth happy paths
We enable you to instantly react to signals and either guide your customers towards the happy path or proactively intervene if something goes wrong. That requires leveraging the existing technology so that orchestrating in-the-moment experiences at scale is doable. Our harmonizing approach allows you to enable flexible, vendor-agnostic technologies and data strategies.
3. Real-time data is an essential tool in the process of quantifying customer journeys
Ability to test, learn and fix is the basic requirement for quantifying effective customer experiences. Custom insight and reporting offer unparalleled assistance into the performance of journeys and the impact on strategic business metrics. Optimizing based on real-time feedback and reliable data is an essential tool in the process of systematically and automatically improving and quantifying customer journeys. Simulating journeys for what-if analysis or run tests with specific cohorts to discover the ideal ways without pushing it live. Piloting truly matters.
Phase 1: Hypothesis
Interviews, pre-questionnaires and working culture analysis
Document and communication review and risk assessment
Buying personas and crisis touchpoint identifying
Updated or new customer journey mapping via microjourneys
Phase 2: Enablement
Data connecting and workflow creation
Implantation of layouts and templates
Reporting dashboard creation and technology update
Piloting of previously mapped 1-3 microjourneys
Phase 3: Enforcement
Customer segments and buying personas connecting
Microjourney optimization and activation
Real-time touchpoint reaction and execution activation
Analyzing and optimizing newly orchestrated customer journey