Great customer experiences are designed by multidisciplinary teams
Our approach to building great customer experiences is dynamic and comprehensive.
Hiring a creative agency to lead your customer journey mapping is a mistake - here's why:
The creative agency generally puts on a great workshop and draws beautiful art to represent the customer journey. This representation can be good to help you as a change agent communicate a single vision to advocates within your organization.
But therein lies the problem - great customer experiences are designed by multidisciplinary teams. Without a multidisciplinary input into those deliverables, they may be infeasible, leave cash on the table, and may not align with your desired business outcomes.
Exceptional customer experiences are the result of collaborative efforts by a multidisciplinary team
If you're an agent of change and have a responsibility to build great customer experiences, you will need the following skills at the table for your workshop to be successful:
- A facilitator
- Those who represent the voice of the customer
- Those who can speak for the business
- The creatives
- UI/UX designers
- Engineers
- Data stewards
Our approach to building
great customer experiences
is dynamic and comprehensive.
Our approach to building
great customer experiences
is dynamic and comprehensive.
We bring in highly trained facilitators and will surround your team with any of the multidisciplinary skills you may not have at the table.
The outputs from your customer journey map should enable your builders to build. If you've been through this process before, you already know that the beautiful pictures leave a lot of room for interpretation with your engineers. That uncertainty and confusion is the root cause of over-budget and late initiatives.
We have a proven process and software to document the desired customer journey
We have a proven process and software to document the desired customer journey
The work product from a customer journey map is only the beginning.
It needs to inform a business process map and data flows so that when the hour comes for your builders to begin executing, they have the appropriate inputs and documentation to properly estimate the effort and timelines. Our process ensures that nothing is missed. Change agents can have confidence in their estimates and budgets at the outset.
Taken from Lima Consulting Group's presentation Digital Foundations to Transform Customer Experiences Through Process Optimization at Signavio World 2020
Imagine how you want your customer journey to look in the future. Don't be constrained with the limitations of what your technology is able to do today.