AND Agency will help you determine where gaps exist between your current CX program and best practices in the industry. Learn from our experiences with the top organizations in the world and let us help you define best practices to consider as you build your program.
We will provide you with a continuum of proven steps that help improve customer experience, align employee engagement and behaviors, and ultimately increase revenues and profitability.
Read our white paper to determine where your program is situated on the CX Maturity Path.
Here are a few key metrics to consider:
Customer journey mapping is a compact visualization of the end-to-end experience that a customer has with an organization.
AND Agency’s approach helps you plot out all customer touch points, identify gaps where service issues can occur, and align your CX program to address these gaps. Focus areas for this optimization service include customer onboarding and new product sales where traditional customer journey mapping gaps frequently occur.
An important outcome of the work is a visual representation of the steps and emotional states a specific customer goes through over a period of time to accomplish a specific goal, taking into account not only what happens to them, but also their responses to their experiences. As a result, your organization will enhance your employee’s ability to improve a customer’s experience by better defining and acting on the full complement of touch points that impact that experience.