CX Journey Design

Reducing customer effort through effective digital transformation practice

At Praxidia we recognize the critical role played by CX Journey Design in the formulation of a customer centric Digital Transformation strategy.

As technology, processes, people and policies adapt, evolve and transform to fit new digital models of operation, the consequent impact upon customer experience needs to be fully understood, quantified and visualized.

The Praxidia CX Journey Design service provides an essential customer-centric design perspective for brands looking to define new operating models for the customer service ecosystem.

Supported with Praxidia’s Voice of the Customer Program, Praxidia CX Journey specialists apply market insights regarding customer preference, behaviour and opinion to the modelling of optimal omni-channel customer service journeys.

This ‘outside in’ intelligence is then paired with detailed ‘inside out’ operational assessment data to gain a 360-degree perspective of the journey / use-case targeted for optimization.

Optimized customer journeys are designed in close consultation with client stakeholders to ensure they each align to brand-promises, values and strategy of their business.

Praxidia utilizes tried and tested mapping approaches to plot end-user journeys as they traverse multiple touch-points throughout the customer lifecycle.

Journey maps contain rich details outlining AS-IS scenarios paired with TO-BE optimized journeys, with details on the requisite changes to process, policy, people and technology required to bridge the gap.

Each optimized journey proposal (TO-BE) is supported by qualified and quantified impact analysis and business case documentation; essential details required to secure endorsement and sponsorship throughout the business.

CX JOURNEY DESIGN:
IN A NUTSHELL

A Praxidia service for the redesign and optimization of customer journeys against key customer care use-cases.

Customer Journeys are streamlined via improvements to process, people or technology to reduce customer effort, increase CSAT and reduce cost-to-serve.

KEY BENEFITS

  • REDUCE CUSTOMER EFFORT
  • INCREASE CSAT
  • REDUCE COST TO SERVE
  • AVOID CALLS
  • REDUCE AHT
  • INCREASE FCR

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