Key Objectives
- Pursue the next step in CX transformation – following successful rounds of “fixing the basics” and “satisfying customers” – namely radical CX transformation with an aim to differentiate by challenging everything the company does (products, processes, people, systems) in order to simplify, digitalize, make effortless and transparent – according to the CX vision
Our Approach
- Articulated new CX vision for the company and pursued radical transformation through zero-based approach capitalizing on existing understanding of pain points and root causes and by reviewing all aspects of the company: people, product, policies, systems, processes
- Identified a number of “foundation elements” cutting across journeys to yield high impact once re-designed based on concrete proposals with considerable implications for all functions,
- Completed detailed journey re-design based on the following steps: mapped journey steps, substantiated pain points, introduced improvement initiatives, estimated expected benefits
- Designed a number of digital care, digital onboarding, and provisioning improvement actions
- Suggested a new, rationalized system architecture as well as broader IT project governance improvements – holistic business need analysis, thorough feasibility assessment, prioritization
- Heralded the establishment of the CX team as champion of continuous improvement and CX advocate in the company
Impact for our Client
- Created blueprint for fundamental transformation in terms of product design and segmentation
- Jumpstarted a number of digital transformation initiatives mainly in onboarding and care
Customer Journeys at-a-glance
Pain Points in Foundation Elements
