Interactions constitutes of all the touch points that a company and its employees have with its customers and partners. Digitalization creates new interaction points and increases the complexity of customer experience management. Companies that manage to deliver excellent experiences differentiate themselves from competitors and build long lasting and profitable customer relations.
Our Customer Experience offering consists of three parts:
- Customer Experience Strategy
Attract and engage with customers in the digital age and clarify the potential business value of an improved customer experience.
- Customer insights through Customer Journey Mapping
Strengthen your customer understanding by analysing customer needs and behaviours, potential pain points, and factors that drive customer satisfaction.
- Customer Focused Innovation
Apply customer journey mapping methodologies for product development to ensure that the product meets key customer and business needs.
CUSTOMER EXPERIENCE STRATEGY
- Definition of overall business objectives for customer experience
- Definition of an aspirational and company-wide target state description for customer experience
- Identification of high level implications of customer experience on business- and operational models as well as service/product portfolio
CUSTOMER JOURNEY MAPPING
Gain customer insights to better understand your customers
- Creation of detailed customer journey maps describing customer needs and behaviours as well as passion points and potential pain points
- Correlation analysis that helps to identify interaction points with the greatest impact on overall customer satisfaction
- Definition of customer experience metrics which enable continuous monitoring and improvement of the aspects of customer experience that matter the most to customer satisfaction
CUSTOMER FOCUSED INNOVATION
- Customer journey mapping describing the usage of the product
- A concept and a prototype of a concrete and innovative solution to an identified customer and business issue
- Business case and go-to-market plan
Cartina is a new breed of management consultancy focused on digital and sustainable strategy and transformation. We translate digital opportunities into a lasting and profitable business advantage for our clients and take pride in our digital thought leadership in the shape of in-depth studies and insights.