During the Customer Experience Interaction Optimization assessment we work with a cross-functional team to understand the client’s Customer Experience mission and “ecosystem”, the journey(s) a customer undertakes to ultimately buy the client’s product or service, and the touch points that are uncovered along the journey. Technology plays a major role in almost every touch point within the customer experience ecosystem. Avtex will help clients/prospects to understand the technical options and financial rewards from optimizing these customer touch points.
Understanding the Customer Ecosystem
Avtex will facilitate a brainstorming session with a cross-functional team to identify customer personas and the journey each persona takes when engaging with your company. As the customer journey(s) is mapped we begin to unearth key customer Touch Points. Each Touch Point represents an opportunity to optimize a customer interaction.
Analyzing the Touch Points
Each customer Touch Point will be dissected in an effort to understand the People, Process(es), and Technologies that converge to support the interaction. In addition we seek to explore current state factors such as touch point relationships and dependencies as well as specific business pains, issues, and concerns. The result of these discussions and further analysis will be a Touch Point Gap Analysis deliverable.
Designing a Customer Experience Blueprint
With our ecosystem and touch point analysis complete Avtex will work with business leaders to design an ecosystem that meets your company’s customer experience mission. Avtex has a long and successful history of designing technical solutions that meet business requirements. Given this, the blueprint’s primary focus will be geared toward the communication channels and associated technologies.
Customer Experience Roadmap
Charting the customer experience roadmap will require input from business leaders. The blueprint will reveal a variety of project opportunities. These opportunities will vary in size and complexity in addition to having inter-dependencies. The roadmap will also prioritize the opportunities to maximize the impact to the organization.