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 toward internal benefits over improving the customer experience. Publishing 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 digital customer experience, and 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 shift in approach we use to help our clients reach customer experience maturity.
To analyze your digital customer experience, we first build a CX 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 the “You are here” moment, we set about building a strategic CX roadmap to a future state and specifying a series of steps and technology ecosystem investments needed to get you there.