It is three decades since we started talking about how the Internet could disintermediate the processes that selling organisations used to interact with customers. We saw the birth of rapid access to vast amounts of information that allowed customers to become much more knowledgeable more quickly. As technology and the Internet of things has moved on there is now even more power in the hands of the customer with increasingly sophisticated technology and Artificial Intelligence at work meeting their needs and impacting on their experience.
What We Think
Customer journey mapping is a little like a sophisticated marketing communications plan for an individual. Organisations today, in a variety of industries, are beginning to understand how technology and artificial intelligence can improve the customer’s interaction with them and their brands.
At the same time, the same technology is feeding back data to the organisation to allow them to continue to improve products and services that they offer along with how they are delivered. Customer Journey Mapping provides insights into the customer’s interaction with an organisation – their journey. It is about more than marketing, it is about building developing and managing their relationships with your organisation.
What We Do
We start customer journey mapping from the perspective that an organisation wishes to engage in some form of digital transformation. We see our role as understanding how technology can help to improve all aspects of their experience. Along the way we’ll gather data, anecdotes, and insights that will allow you to make better digital transformation decisions. We have high levels of expertise in traditional customer buying processes and hierarchy of effects marketing models. Understanding how customers do and can interact with technology as they work through this process can help your organisation develop compelling customer experiences.