Design End-to-End Customer Experience Services
The challenge was to strengthen customer brand advocacy and loyalty by measuring and optimizing end-to-end customer experience. We built a Customer Experience strategy, defined a service model to serve IT project teams, and developed a communication plan for business leaders, executives, and technology Architects.
Persona Development
For a large coffee company, we created personas that inspired empathy and the creation of innovative new services. Project teams and leaders use these personas to prioritize investments and measure business impact on an ongoing basis.