Customer Experience Roadmap
Customer Experience (Cx) Design is the broader discipline where we help organization's transition from a Cx current state to as close to possible to a Cx ideal state. We leverage the Lean concept, "strive for perfection", as an innovation thought technique to help our clients discover Cx design options to delight their customers while dramatically improving operational impacts (i.e. increased revenue, increased loyalty, increased customer satisfaction, decreased expense, decreased handle time, etc.)
At Eventus, we often start with a strategic illustration depicting customer personas, the current state journey map, the future state journey map, moments of truth, level of effort, and the pain points along the way representing the gap. Then we build a heat map showing the solution options represented by cost/benefit predictions to help our clients decide on their strategic approach. We collaborate with our clients to decide on the best path forward and that results in the Cx Roadmap for our client to socialize the solution(s) and for our transformation teams to go execute the option(s) selected.