Selected engagements
Customer Experience Management
Municipal agency with over 300,000 private customers was trained and to successfully defined customer personas, mapped customer journeys and executeed customer-centric improvements. The implementation of initiatives to eliminatetargeting customer pain points has led to a measurable increasexx % of increase in customer satisfaction and xx% reduction of inbound customer contacts.
Employee Experience Management
We conducted employee journey mapping for a customer with over 15,000 employees, uncovering opportunities to enhance the employee experience during ongoing digital transformation efforts.
Customer-Centric Initiatives
We conducted a series of focused interviews with the major customers of our client, a dedicated fleet service provider. Based on the insights, we developed a 3-year roadmap for customer experience improvements and profitability growth.