Customer Transformation & Experience Design Story
GLOBAL SHIFTS IN CUSTOMER EXPECTATIONS MEANT OUR CLIENT NEEDED TO TRANSFORM THE RELATIONSHIP THEY HELD WITH THEIR CUSTOMERS.
The goal was to create an environment in which the customer could interact with the company in any channel with a continuous, relevant and personalised dialogue.
The client knew that in order to achieve their vision they needed a hollistic and robust approach to understanding their customers, mapping their experiences and programming this into a centralised decisioning hub.
This is where Optima Partners came in. Together with the client the project team developed a series of customer journeys focusing on everything from customer jobs and emotions down to the next best action for any given moment in a customer’s experience with the brand.