Customer Experience B2B, B2C, B2B2C, E2C
Is it your case?
Customer Journeys are based on internal processes.
Relevance
What creates value in B2C can destroy trust in B2B.
Outcome
Customer Experience based on how your customers decide, feel and interact with your company.
Input
Customer & business data (qual & quant)
Touch point inventory across channels & stakeholders
Current pain points, complaints, friction areas
Key teams involvement – Sales, Marketing, Logistics, Operations, IT, etc
Output
CX Model definition B2B, B2C, E2C or hybrid;customers expectations and prioritisation of what matters
Experience design – end to end (E2E) customer jurney maps and key moments that matter / are risky
Priority improvement roadmap – quick wins & structural fixes
CX governance – who does what
KPI for the CX Model
