CX PLANNING 

  • CX Strategy

  • Customer journey mapping

  • Opportunity prioritization

Starting off on a CX path without a strategy is like running a military mission without the commander’s intent; you don’t know what you’re aiming for or how to get there. So let us help you develop a clear vision for what type of experience you want customers to have and define your key milestones, timings, and execution plan.

At ECC we’ll help you develop a journey map- a graphical representation of all steps a customer takes from beginning to end when accessing or using your product or service. We believe in creating a deliberate, customer-centric improvement program that is designed to advance the current state of the customer journey to the desirable (future) state. The next step would be to prioritize projects by helping you assess journey stages and touchpoints.

Image by Hal Gatewood