The rise of the customer journey
WHAT IS IT ABOUT?
Organizations want to keep the customer experience at the center of their business, and they can now highlight their client journey on every digital platform through automation and artificial intelligence. But while the marketing department will take care of the customer journey itself: what does that mean for the rest of the organization?
- The marketing manager who understands he cannot do it alone.
- The CEO who wants to investigate how to support marketing.
- The transformation manager who understands that a customer journey has a organisational wide impact.
- The innovation manager who is playing around with new business models.
- The consulting partner who is advising her client on the ramifications of customer centricity.
where is digital fit in
where is innovation needed
inform and encourage employees
link initiatives to not reinvent the wheel
how to build a digital organization
how does digital change processes
After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..
Q. What is the process for new customer onboarding?
- Not present
- Manual process carried out by customer service
- Full SaaS platform integrated process (e.g. Zendesk)
Q. Is digital transformation understood and agreed between customer and supplier?
- Not or not applicable to our organization
- We have some knowledge about it
- We are actively involved in concrete processes and projects within digital transformation
If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
- Respondent profiles for a helicopter view of your audience.
- A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
- Improvement suggestions (per question) how to move from one answer to another
- Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.