Stage 3: Develop your customer experience blueprint for customer-centric alignment and innovation to improve the customer experience.
The customer and culture insights from the first two stages form the building blocks to develop the customer experience blueprint. The strategy provides a customer-centric view of the mandatories that require alignment, innovation and a focus of priority and action to deliver your customer vision.
This stage delivers:
Strategic priorities to be addressed
Strategy to improve customer journeys
Short to long-term customer goals
This stage informs:
A whole-of-business approach to transforming journeys
Touchpoint and process innovation and design
Program development to facilitate stakeholder engagement
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Our 5-stage method is a holistic approach that combines customer insight, strategy, co-creation and collaboration to improve customer experience and deliver superior business performance.