CUSTOMER JOURNEY
Mapping the
Preferred Experience
To succeed in a competitive market, it’s essential for enterprises to understand the customer. Whether users seek shortcuts or prefer the scenic route, removing friction from the experience with accurate customer journey mapping and modeling paves a path to the right destination.
CAPABILITIES
Capture Each Action for Comprehensive Views
An effective customer journey map is a timeline of actions or touch points between an organization and both internal and external users. With it, businesses gain a visual understanding of the interactions that make up an overall experience, or customer journey. Journeys linked to an operational model provide optimized value.
01.
Connect the dots between customer experience and business architecture.
02.
Monitor key performance indicators and establish critical metrics, benchmarks, and alerts.
03.
Identify areas of opportunity while focusing on process optimization to improve the customer journey.
WHY CHOOSE IGRAFX
Advancing the Journey
A leading US telecommunications company leverages process optimization to improve customer experience with iGrafx.
“We now talk about processes in a framework and how it’s linked to customer moments.”
Company
Cox Communications
Challenge
The organization needed prioritization and visibility into focus areas of process improvement and transformation efforts.
Solution
Major improvements included eliminating multiple processes to improve customer experience and reduce waste (paper) with an e-signature solution. The company calculated a 1500% ROI with the iGrafx solution.
FEATURES AND BENEFITS
Bring Process to Everyone in the Organization
With iGrafx, teams gain the ability to:
01.
Deliver the right visibility to the right audience at the right time.
02.
Foster greater organizational engagement in transformation.
03.
Provide information that is easier for stakeholders to consume.
The iGrafx Advantage
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