Customer Journey

We connect & map customer interactions across multiple touchpoints. We direct & influence the end-to-end experience, the level of engagement & the bottom-line results.

When journey maps are used in the right way — as a means to address a specific, known business goal — the benefits are vast. Our earlier research on practitioners’ journey-mapping activities identified several advantages, including aligning stakeholders around common goals and vision, enabling focus on customer needs, and helping team members establish a personal connection with the end users.

At rinf.tech we build journey maps which identifying latent user needs and pain:
  • Surface customer-centric insights into back-office and customer-facing systems that inform opportunities and drive business value
  • Deliver the context needed to support solution ideation and the validation, prioritization, design and testing of solutions for each idea
  • Inform where to apply more effort, personalization, consistency or proactive communication to improve the customer experience

Collect​

Identify customer and interactions across channels.

Engage

Analyze in real time to understand customer behavior, intent, engagement profile, opportunities etc.

Optimize

Drive personalized and proactive engagement based on customer context, business rules and predictive next best actions.

Driving Change

We create alignment across your business and help drive customer-centric change from product teams and business unit leads to IT operations and then out to marketing, sales and service.

 

We will:

  • Leverage business rules and orchestration to be proactive and reduce customer effort
  • Leverage real-time analysis to determine next best actions and shape the customer’s experience at each moment of opportunity
  • Use analytics against outcomes to measure results and drive insights for improvement via closed loop optimization

Vision

It starts with a meeting to clarify business priorities and high-level opportunities to deliver a memorable experience.

Research

Next, the research starts with observation, contextual interviews, ethnography, mystery shopping & persona identification to build the customer journey map.

Design

In the design phase, we focus on the challenges identified to design, prototype and test multiple solutions for an optimized journey factoring in company goals, business requirements, cost to implement and value created.

Proposal

With design complete, we make recommendations for the most appropriate next steps for the organization

Want to work together?

Let’s talk.