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CUSTOMER EXPERIENCE / CUSTOMER JOURNEY MAPPING

GROWTH HAPPENS AT THE INTERSECTION OF OF A CUSTOMER'S INTENT, CONTEXT AND EXPERIENCE.

Our Customer Experience practice helps our clients map their customer journeys to find moments that matter – whether painful or enjoyable. Then building the ideal path for maximum success.

CUSTOMER JOURNEY MAPPING

Customers expect more than a singular transaction. They want to work with brands that offer a continuous, seamless experience from introduction through purchase through loyalty and advocacy.

Our Customer Experience Practice offers Customer Journey Mapping to set the foundation for how a brand needs to act, strategically, while understanding the service design and technology needed to enable it. Our Customer Journey Maps don’t just set the stage for what should be but creates a roadmap to achieve it.

Customer Journey Clients

The Solution The Solution

Icreon’s biggest strength has been taking our business context into account across the wide range of technologies we use on an ongoing basis.

Logistics Company VP, Customer Experience
SERVICE OVERVIEW

Finding growth in the future goes beyond a single transaction and into the holistic customer experience journey.

By finding moments that matter throughout the customer journey, we help brands maximize their revenue by designing better experiences. Our Customer Experience Journey Mapping process is predicated on effectiveness while surrounding the customer in value.

Service Detail

360 CUSTOMER DIAGNOSTICS

Understanding customers from the inside out – then capturing customer sentiment, implicit and explicit desires and opportunities to delight them through direct feedback and data analysis.

PERSONA DEVELOPMENT

While understanding the customer is the first step, contextualizing them as an actionable segment is crucial for gathering insights and building experiences.

EXPERIENCE AUDIT

We walk in your customer’s shoes to understand the experience they have when interacting with your brand. We then map that to internal activities to see how those experiences come to life.

CUSTOMER JOURNEY MAPS

Mapping the customer journey to find moments that matter – whether painful or enjoyable. Then building the ideal path for maximum success.

PRODUCT + SERVICE DESIGN

Creating more successful go-to-market plans for an organization’s digital IP by identifying and enabling a strong product-market fit.

LOYALTY STRATEGY + DESIGN

Membership is the new ownership. Establishing a loyalty strategy moves beyond a transaction and into a true, symbiotic relationship.

BUSINESS INTELLIGENCE

We help clients make sense of their data by connecting their data to their business and customer KPIs – increasing organizational intelligence.