Customer journey mapping is the tip of the iceberg of customer-centric transformation. Done right, it will be a cornerstone of a great positive change that will improve the customer experience and employee engagement.
Hackensack, NJ (PRWEB) October 28, 2014
Strativity Group, a global customer experience transformation firm, is listed in the October 2014 Forrester Research, Inc. report, The Seven Steps Of Highly Effective Journey Mapping.
The report states: "Strativity Group leverages its proprietary Experience 360(r) methodology to measure and analyze the experience from both customer and employee perspectives to identify gaps between employee perceptions and client needs and create a more customer-centric culture. [...] Strativity conducts deep immersion sessions to collect insights from both customers and employees across four emotional areas - capabilities, knowledge, willingness, and attitude - to highlight discrepancies in perception."
At the end of Strativity's journey mapping process, insights are shared through cross-functional workshops and through organization-wide distribution of the final Customer Experience journey map.
"We have been at the forefront of global customer experience for over 12 years," says Strativity President, Lior Arussy. "Customer journey mapping is the tip of the iceberg of customer-centric transformation. Done right, it will be a cornerstone of a great positive change that will improve the customer experience and employee engagement."
For more information about Strativity's customer journey mapping services contact info(at)strativity(dot)com , 201-808-8500.
About Strativity Group, Inc.
Strativity Group, Inc. is a global Customer Experience transformation firm. We define success by a single word: EXECUTION. Our holistic, integrated approach is unique and allows us to deliver exceptional performance, experiences and results for our clients. Our work spans multiple industries with clients that include: FedEx, Royal Mail, Mercedes-Benz, Capital One, Sage, and more. We have conducted over 150 transformation projects, impacting an estimated 220 million customers and 375,000 employees in 21 countries. For more information, visit http://www.strativity.com .