Contact Center Management

Customer Journey Mapping

Analyzing the Customer Experience from Beginning to End Using Customer Journey Mapping

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Data Analyst Checking Customer Journey Data

Our Approach

Your customer journey is a path created by data.

Our approach is to listen to that customer data, rigorously analyze it and apply in-depth knowledge of your industry and unique culture to create actionable, lasting solutions. That’s how we do business every time.

Our Approach

How Journey Mapping Transforms Your Customer Experiences

The Northridge Group’s journey mapping process enables clients to truly see themselves through the lens of their customers at each phase of their journey. We help you understand the stated and unstated needs of your customer, identify and resolve their current pain points and focus on the key Moments of Truth where there is an opportunity to ‘wow’ your customers with your service.

As part of our customer journey mapping process, we’ll work collaboratively to:

Describe

the Customer Experience from the customers’ perspective and in their terms.

Document

experiences across all customer segments and functional teams.

Keep

it simple and reflect the actions, thought processes and emotions at each step.

Accurately

reflect what is happening vs. what is supposed to happen.

Leverage

multi-disciplinary workshops to gather information across all departments.

Interview

business SMEs and functional experts to gather insights.

Identify

key Moments of Truth and key metrics for incremental improvement.

Leverage

many different data sources to quantify the frequency and quality of the experience.

Customer Experience on Digital Channels

Northridge Insights

State of Customer Service Experience Report 2020-2021

In today’s marketplace, reducing customer effort is one of the most effective ways to drive growth and ensure loyalty. The COVID-19 pandemic intensified the need for companies to make the Customer Experience as effortless as possible. Online shopping and digital tools have become the ”new normal” and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. The challenges this digital transformation presents for companies will continue post-pandemic, yet most companies are not adequately prepared.

Download the Report

Our Solutions

Our Comprehensive Journey Mapping Process

We’ll navigate you through the entire customer journey. Here’s our map:

T

Analyze Current Customer Experience

We conduct an end-to-end assessment of the current-state of your Customer Experience, identifying pain points and discovering key Moments of Truth to drive differentiation.

Quantify & Prioritize Initiatives

We use that data to understand what eliminating those pain points means. We’ll prioritize these initiatives to maximize ROI and balance short- and long-term focus.

Design, Innovate & Align Organization

We incorporate the elimination of these pain points into the Customer Experience design. We’ll set up your teams to succeed today and in any future initiatives.

Northridge Perspectives

Automation and AI in Telecom Contact Centers

Automation and AI in Telecom Contact Centers

Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...

How to Manage Multiple Evolving Channels

How to Manage Multiple Evolving Channels

Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions. In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...

Additional Contact Center Management Services

Workforce Management & Audit Benchmarking

Contact Center Optimization

Customer Experience Consulting

Customer Experience Assessment

 

Employee Knowledge Management

Resource Utilization Strategy

Contact Center Capacity Planning

 

Contact Center Design

Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

Let’s start a conversation

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