CUSTOMER EXPERIENCE
Map a Journey to Success
The most competitive businesses in the world are the ones that know their customers and serve their needs most effectively.
CAPABILITIES
Know Before They Go
Customer experience optimization is critical to improving loyalty and retention, while also driving new sources of top-line revenue growth. In most cases, users don’t report their pain points, they simply discontinue the relationship. However, solutions that identify the needs and predict the intent of customers deliver a crucial advantage to businesses.
By supporting customer experience with iGrafx, businesses can:
Map, model, and document customer-facing processes to understand user impacts and touchpoints more fully across personas.
Visualize interactions directly linked to the operational model from the point of view of the customer, user, partner, or product. With process mining, discover hidden processes or variations that may be affecting customer experience.
Ideate, benchmark, and test process changes with confidence using scenario simulations that replicate customer impact, before going live.
Enjoy support for journey mapping and obtain reporting on customer experience processes as they evolve.
Benefit from a unified solution for optimizing processes, integrate with CRM and other systems to seamlessly model journeys.
Reduce waste with detailed visuals and economics of every activity needed to deliver value to customers from start to finish with value stream mapping.
WEBINAR
Journey Modeling Beyond Mapping
Create journey maps and models for customers, employees, partners, and more. Link processes with journey elements and display your results.
Improved Communications
“After a full review of the processes and touch points involved in the customer experience, a decision was made to deploy an e-signature solution with enforced business rules, along with guided questions to improve sending the correct form the first time. Additionally, existing processes could be merged to provide fewer touch points. The result was a 20 percent reduction in touch time and a 1500 percent return on investment.”
Andrew Pfeiffer
Manager of the BPM Center of Excellence, Cox Communications
