Our Mission

Data

Tech

People

Leadership

Journeys

Channels

Alignment for CX Success

There are many CX consultants in the market. Some are focused on guiding your business through leadership and people challenges, others can help you with the data and technology needed to deliver CX. But few offer both sides and provide coaching in the critical journeys that link the “dark side” of CX (software system, analytics and vendors) with the “light side” of leadership coaching, brand alignment and people enablement.

Almost all CX challenges come from a breakdown in communication and alignment between these two sides. Journey-Smiths brings them together in a unique CX business that provides:

  • Guiding leadership to identify the experiences that will deliver on your brand promise;

  • Grassroots employee engagement to instill brand behaviors in all customer interactions;

  • Aligning systems and data to the key journeys that will impact the customer;

  • Using all your data to solve the priority business issues and opportunities.

If this sounds interesting, let’s talk about how we can help your CX efforts succeed.

Q: Why do so many Customer Experience projects fail?

A: Lack of alignment between brand, people and tech

Typical challenges we see with clients:

  • Millions invested in new tools and data but front-line staff are not empowered or motivated to use them

  • Customer journeys are stuck at department level, leading to clashes and confusion for the customer

  • Great CX plans exist within your teams, but they don’t have access to the data needed to bring them to life

  • Leadership is not connecting the dots (or providing the investment) to support a brand-level CX approach

  • You have lots of data, but no analytic strategy to bring it together, learn from it, and put the learning into action

At Journey-Smiths we see organizations with great teams, who have invested in the right software, data and analytics - they just need to get everything aligned and collaborating!