"Cutting through complexity to produce a single customer journey key for business pillars"
Bring clarity to the customer journey and identify pain points for resolution.
As a highly complex business, with multiple business units and teams. This organisational complexity is mirrored by products and services that are also highly complex in nature.
The business came to Truth needing simplified and consistent visions for their journeys of their customers across the existing engagement, selling and marketing channels.
Truth worked with existing data, coupled with stakeholder workshops, to provide the foundations for making sense of the wealth of information at hand. The next steps were to visualise the storyline and create customer journey maps for each business units. These maps detailed the journey customers went through and included both pain points (that needed to be resolved) and the parts of the journey that could become ‘signature moments’ for the business.