Customers are the lifeblood of every business. But while technology has taken some parts of the customer relationship online, the last few decades of technology innovation have skewed more toward internal benefits than improving the customer experience. Putting a product catalog online and letting customers order there provides great cost efficiencies for the business, for example, but may not do anything to improve the customer experience, and almost certainly falls short of what’s possible: to present offerings in context to your customer, matched to their history and their needs. This is just one example of the shift in approach needed to reach customer experience maturity.
To analyze your digital customer experience, we work with a maturity model that evaluates how well you understand your customers, target your offerings, and measure your results. Navigating the road ahead requires a grounding in the current state. Once we establish “You are here,” we set about mapping the way to a future state and specifying a specific series of steps and investments needed to get you there.