Every interaction with your organization leaves an impression on your customers. Together, those interactions create a journey, either connecting them to your brand or leaving them disengaged.
Journey mapping is a method to help organizations think about and understand each of the touch points a customer has - from the customer’s perspective. It’s a critical first step and acts as a catalyst for action to transform and elevate your customer interactions.
Whether it's how a customer is welcomed into your store or office, the emails they receive, a recording they hear, a sales call, a website interaction – each moment matters and needs to be holistically managed and optimized over time to create the desired future state. This is known as Journey Management.
Each interaction leaves an impression.
Collectively, they define the brand.
Together, they create the experience.
Experience Catalysts was able to translate CX strategy into tactical, operational activities to help us achieve our corporate goals and garner support within the organization at all levels. Their vision and expertise in engaging employees, customers and partners make them an impactful asset to any organization looking to transform.
– Global Customer Experience Manager MoneyGram International
PUTTING IT ALL TOGETHER
Explore Our Approach:
JOURNEY
MANAGEMENT