Customer Journey Mapping & Experience Modeling
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Customer Journey Mapping & Experience Modeling

Visualize experiences — both as they are and as they could be — and see the bigger picture from the customer’s POV.

Delivering an amazing customer experience is complicated. There are dozens of touchpoints and channels to consider. Invisible forces like emotions, culture, and politics are at play. In order to improve CX or roll-out a new strategy, cross-functional teams must see problems the same way and align to solve them collaboratively. That’s where our experts come in: we use experience maps to help our clients work together across their organizations to uncomplicate the interlaced paths that shoppers, patients, and users take along their journeys. These experience maps provide an action plan to rally around and drive growth.

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Case Studies

Learn more about how our work has energized strategy for global brands, disruptive startups and everything in between.

Consumer Insights and Customer Journey Mapping for TOMS
Customer Journey Mapping case study for TOMS
Case Studies

Consumer Insights and Customer Journey Mapping for TOMS


How We’re Different

We aren't ones to brag, but here are a few reasons clients enjoy working with us on Experience Innovation projects:

Innovation Framework Backed by Insights


We make sure every innovation pathway we recommend can be tied back into an insight or unmet need, so that you’re designing the products, services and experiences your customers actually want.

Organizational Innovation Stewards


Organizational Innovation is disruptive by nature, and brands have to be prepared to navigate this shift internally. Our organizational change experts prepare and energize you company for what’s to come.

Better Inputs Yield Better Outputs


What goes in really matters. By starting creative work with truly divergent ideas that stretch your brand’s potential, we elicit powerful reactions that reveal new and surprising opportunities to bring value to your customers.

Global Market Research Capabilities


Across 45 countries and 6 continents, we collect insights, ideas and innovative services that inspire us and our clients - here, there and everywhere.

Innovation Framework Backed by Insights

We make sure every innovation pathway we recommend can be tied back into an insight or unmet need, so that you’re designing the products, services and experiences your customers actually want.

Organizational Innovation Stewards

Organizational Innovation is disruptive by nature, and brands have to be prepared to navigate this shift internally. Our organizational change experts prepare and energize you company for what’s to come.

Better Inputs Yield Better Outputs

What goes in really matters. By starting creative work with truly divergent ideas that stretch your brand’s potential, we elicit powerful reactions that reveal new and surprising opportunities to bring value to your customers.

Global Market Research Capabilities

Across 45 countries and 6 continents, we collect insights, ideas and innovative services that inspire us and our clients - here, there and everywhere.