customer journey

Customer Journey delivers a consistent, seamless experience across all contact channels and customer interactions

Hycom uses Customer Journey Mapping for better understanding of customer needs and expectations. This method also identifies key points of contact that build customer loyalty or cause dissatisfaction. It allows to examine the existing organizational possibilities determining activities resulting in a positive impact on the client's experience.

why it works

  • CJM helps organizations identify and prioritize opportunities to positively impact CX which will drive customer loyalty
  • it helps to experience your organization as your customers do and to find the opportunities exactly as they do 
  • as a part of improvement programs helps to drive improvements in CX
  • if done the right way, CJM is not just a picture of your customer’s journey, it is a part of your organization’s journey to achieving the best possible customer experience 

Customer Journey project for the energy industry client

Hycom conducted Customer Journey design workshops for a customer from the energy industry preceded by comprehensive in-depth interviews with the company's clients. The results were customer segments, personas and customer’s journey map through touch points with the organisation. In the next stage, a value proposition for B2B and B2C customers was developed in order to start conceptual work on the self-service service.

how we design services

Analyze and Prioritize Customer Experience Opportunities

  • Data Capture
  • Products and Services
  • Customer Segments
  • Customer Personas

Understand the Customer Touchpoints and Select the Journey

  • Touchpoint Matrix
  • CX Matrix
  • Select the Journey

Explore and Capture the Customer Experience

  • Identify Ways to Become the Customer
  • Touchpoint Walkthrough
  • Strengths and Opportunities 

Map and Share the Journey

  • Map the Journey
  • Share the Journey

Take Action to Optimize the Journey

  • CJM Project Plan
  • Optimize the Journey  
  • analyze
  • understand & select
  • explore & capture
  • map & share
  • optimise

Hycom experience

  • Customer Journey project for an energy industry client

    Hycom conducted Customer Journey design workshops for a customer from the energy industry preceded by comprehensive in-depth interviews with the company's clients. The result was: customer segments, personas and customer’s journey map through touch points with the organization. In the next stage, a value proposition for B2B and B2C customers was developed in order to start conceptual work on the self-service service.

contact us

Artur Urbański

Consulting Director

artur.urbanski@hycom.pl

Lucyna Dziewa

Digital Consulting Manager

lucyna.dziewa@hycom.pl

we can do a lot more!

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