Branded Customer Experience

Companies where customer experience is aligned to the brand proposition out-perform their competition by 100%.

These companies are operating a Branded Customer Experience model.

Helping companies achieve this brand-experience alignment is the core of the Journey-Smiths proposition. It requires working through a series of alignments within your business, starting with bringing together Leadership and People thinking with your Data and Technology reality. Customer Journeys are then the key mechanism to craft the right links between the two disciplines.

Underneath this key alignment of Technology and People Journey-Smiths provide four supporting solutions to address the next set of alignments needed as you drive your business towards success in Branded Customer Experience.

  1. Leadership and Culture to define the right brand behaviors

  2. Money Journeys to ensure prioritization and value delivered

  3. Interaction Analytics to link data, people and journeys correctly

  4. Organizational Transformation to optimize results

  • Leadership & Culture

    Leadership must define the brand promise for customer experience and align their teams to it.

    Journey-Smiths provide best practices to support today’s leaders in transforming their CX brand.

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  • Money Journeys

    Great customer experiences are journey-centric, and businesses who focus on this improve advocacy, increases revenue and lowers costs.

    Journey-Smiths can help you understand which journeys deliver value to the customer and profits to your business.

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  • Interaction Analytics

    None of your customers get the right level of interaction - they get too much or not enough, or worse are plain confused.

    Journey-Smiths can help you take a different look at your data, focused on the interactions between you and your customers.

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  • Organizational Transformation

    Most CX initiatives fail because the organization is not correctly aligned to execute.

    Journey-Smiths can help uncover organizational challenges, assess options for change, and support transformation in your organization.

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