Customer experience

Good customer experience is the best investment business can make.

We help organisations identify customer personas, listen and hear the voice of their customers, understand customer journeys, identify customer experience improvement potential as well as measure customer success, define service blueprints, execute customer-centric transformations, reveal root causes for customer pain points and remove them.

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.

Responsible team members

Milda Zaržickytė Associate partner