Customer Journey Re-imagination

The Re-imagination of customer journeys is a strategic tool and a way of working – plus a major catalyst for change.

Re-imagining is not about futurecasting scenarios; instead it’s a process of research and exploration that results in an innovative outline of tenable CX opportunities that allow for market opportunities to be identified and then planned for. This means that you can get the structures, products and services in place necessary to effectively engage with the next audience. This is realised by collaborating with industry partners and conducting ethnographic research of customer needs. When orchestrated with multiple stakeholders, and augmented by the research into your key audiences, the result delivers a pragmatic view of Horizon 2 opportunities.