Drive best-in-class CX as the client was transitioning from on premises to SaaS solution
#CustomerObsession #CX #CustomerJourneyMap
The Context
A multinational financial and retail technology company was looking to ingrain CX into their way of working and develop a CX strategy & roadmap for the organization. During the course of the project, they also wanted to educate leadership and key cross-functional teams about CX.
Our process
Pensaar Design conducted in-depth qualitative research with individuals across various functions within the company and US customers. The research was aimed at outlining the customer journey map, identifying points of interaction, pain points, joyful events, and the overall experience at different touchpoints. Having identified opportunity areas for improving CX a CX strategy and roadmap was developed.
To complement the CX strategy and support it we also developed a CX playbook that will serve to support teams as they transition into becoming a more CX focused organization.
the respondents
A mix of participants across gender and age as below.
