Customer Journey Design
Mapping the customer journey in a targeted way
How do you create a customer journey that perfectly matches the needs and expectations of customers? Discover how you can optimize your customer journey and take the customer experience to the next level.
The optimization of customer experience requires attention to the different customer journey phases and touchpoints, both offline and online. In our masterclass customer journey design, you start with mapping the customer journey. Based on this data, we then make clear where the biggest points for improvement are.
Design a strong customer journey
Get started with your customer experience by taking a closer look at the customer journey. In our workshop we start with mapping the current customer journey. For this we look at the current experiences of customers and the customer journey touchpoints on which employees are currently focusing.
By means of our modern visualization tools, the different customer journey phases are clearly mapped. Then you get to work practically on optimizing the customer journey, where we provide you with well-founded principles that have proven their success. This way you can be confident that the new design of your customer journey leads to an optimized customer experience.
Global VP Customer Strategy (AEGON)
"You helped us with fresh ideas to become more customer centric. I liked that we a diversity of experiences, being there in person, getting theory explained and seeing it applied in practice. And by coming to a clear plan so that you don't go home empty handed but can take next steps - I thought that was more than good. The quality of the benchmarks is very good - you can never organise this yourself. I would recommend any MT to participate in a Customer Inspiration Tour."
Manager Marketing (Kinderopvang Humanitas)
"Thank you for this unique gaming experience! What a beautiful and original way to introduce an organization to customer experience! In this way, it almost naturally becomes a shared responsibility and its importance is recognized by everyone!"
Marketeer Volkswagen PON Financial Services
"Through these very inspiring workshops, we know how we can exceed our customers' expectations in the coming years and how we can realize WOW moments. I never thought there would be so many concrete ideas! "
Country Manager Gulf countries (Roche)
"This Transformation Teamevent was really a 10! We are fully inspired and fuelled to move forward. Keep it up! Thank you!"
CX Academy Participants
JDE (Jacobs Douwe Egberts)
"Extensive and beyond expectations - Convincing! - Inspiring - Gets you thinking & doing - Very effective flow from the basics to the practical implementation - Very interactive and hands-on. Good to work from your own thoughts and those of the fellow participants. Flexible design that focuses on your needs. - Inspiring speakers with an appealing and personal story"
Managing Director (De Monchy International)
"Since the introduction of our new purpose 'WE CREATE THE FUTURE - TOGETHER', we have noticed that conversations with our employees, customers and suppliers take place on a different level. Because we see that reflected in our company results, we are already enjoying the benefits! "
General Manager (Roche)
"Dear NECXT team, thank you for a wonderful inspiring benchmark - we all left energized and ready to start experimenting with new ideas. The tour was organized perfectly and provided a great mix of company visits, speaker engagement, team reflection and site seeing 🙂
It was an absolute pleasure working with you on this and I am sure we will connect again soon."
Director Business Development & Marketing Global & EMEA | Healthcare Experience Solutions
"If a program can open your eyes like this, you will earn no less than a 10. The Orlando Inspiration Experience is for marketing, sales, customer experience leaders and HR. If your team will come here to join in - you're doing the right thing. If you are serious about growing your business, taking your customers seriously, this is an experience that you simply cannot miss! "
Manager at Roche
"To be frank, I thought in the beginning that it was a high investment doing this tour. But having it done now, It was so worth it! My team is super inspired, the spark has been lit ... it was an incredible 2 days!.."
DLL Team - Marije - Erik - Mirthe
"We are very happy with the CX Game. It fits perfectly within our Customer Centricity program. We expect this game to really contribute to our goal of making DLL even more customer focused. We look forward to playing the game with as many colleagues worldwide as possible. It was a very educational and motivating day full of energy. This is certainly thanks to the inspiring guidance of your team!"
Cluster Head of Customer Excellence at Bayer
"I had the chance to work with NECXT consulting for a variety of projects in 2019 & 2020. NeCXt played a significant role in our efforts as a team not to adopt agile ways working in our day to day but also to embrace them. A group of very experienced consultants with knowledge across industries helped us connect with a variety of companies already experiencing the transformation and they were continuously there as a strategic partner on our journey."
The importance of data for customer journeys
What are the most important customer journey touchpoints for your customer experience? Although this is a challenge for many organizations, it is essential to visualize both the different customer journey phases and the entire customer journey. This way you can respond to the ever-changing needs in society.
When you recognize these changes and the needs of customers, but you fail to map the changed customer journey, it is a missed opportunity to shape the optimal customer experience. The customer journey is the perfect way to optimize the customer experience. It is therefore important that it is up to date, to achieve the best results for your organization.
In designing a strong customer journey, data has a major role to play. Where surveys provide data about, for example, the satisfaction of a purchase at one time, data from different sources can help map the entire customer journey. This gives you insight into the role that each of the customer journey touchpoints plays in realizing the customer experience.
Which aspects contribute most to the satisfaction and involvement of your customers? And in which of the customer journey phases are the biggest opportunities to improve this even further? Our master class customer journey design helps youmap the customer journey to discover this. Companies that realize improvements in the customer journey typically achieve 10 to 15 percent higher revenue while reducing the cost of serving customers by 15 to 20 percent.
An omnichannel customer journey
Today, the omnichannel experience of customers is one of the most important focus points of marketing teams in organizations. This again emphasizes the importance of data: how often do your customers switch channels? What activities do they undertake on which channel? But also: how much time is there between these customer journey touchpoints?
When you have insight into this, you can optimize the customer journey based on this omnichannel data. Does a potential customer walk past your store? Send a push notification with an exclusive discount. By aligning the omnichannel customer journey touch points, you can improve the experience throughout the entire customer journey.
An additional advantage is that a strong omnichannel customer journey ensures that potentialcustomers also feel a personal touch online. Although they encounter the organization digitally, the personalized offer ensures a strong customer experience.
What about your offline and online customer journey on the different channels? In our masterclass customer journey design, we are happy to help you create a customer journey that takes your organization to a higher level.