Delight customers with hassle-free experiences that drive loyalty and engagement
By revealing a deeper understanding of your customers’ experience (CX) with your brand, customer journey mapping delivers insights that inform better CX design and enable a seamless and satisfying experience.
Startek® Journey Mapping and CX Design employs the latest technology, including AI and machine learning, to identify patterns across customer touch points and suggests improvements tailored to your unique goals.
Deployed in modules or as an end-to-end solution, Startek Journey Mapping and CX Design power world-class brand experiences.
Identify different customer types and create profiles that represent their behaviors, goals and pain points.
Identify the online and offline touchpoints along your customer journey, such as email, website, social media, phone and in-store, to create a complete view of the brand experience. You can then document and define the purpose for the channels your customers interact with the brand.
Understand your customers’ positive and negative emotions at each touchpoint in their journey
Identify the touch points that cause customers to feel frustrated, confused or dissatisfied and document recommended solutions, including quick wins
Understand the metrics that reveal the success of your CX program, such as customer satisfaction, retention rates or conversion rates, and determine how and when these metrics are measured.
Building a roadmap for market-leading CX
Our client, a leading automotive retailer, had been managing CX through a series of independent efforts led by multiple internal business units. Each division worked independently and as such, the organization had several siloed systems, tools and suppliers, leading to a fragmented customer experience.