Journey Focused Transformations Imagine all of your customers’ service journeys along their end-to-end journey working efficiently across all channels producing delighted customers and great business results. However, there is a structural conflict to achieving that level of success: Your vertical siloed/departmental structure conflicts with optimizing customer service journeys that traverse horizontally across siloed responsibilities. This structural conflict results in challenges to building customer-centricity and meeting and measuring individual service journey needs for customers, employees and the business. At Service Journey Strategies, we are dedicated to helping overcome the conflict and challenges to produce delighted customers and employees, and great business results. What's a Service Journey? The path taken by an individual interacting with any combination of touchpoints regarding an interest, need, request or requirement. How do we help? We apply an agile, results-first approach to solving service journey, IT/data and cultural challenges. Our Integrated Service Journey Model aligns strategy, departments, process, people, technology and data – quickly transforming experiences, journeys, culture, and the ability to quantify CX ROI. We address your CX problems/opportunities: • Friction with a specific channel, experience or journey that harms CX and business results. • Unaligned critical CX activities and related IT and dataflow hindering the ability to generate actionable intel & personalized real-time touchpoints. • Vertical silo conflict with horizontal journeys is a barrier to customer-centricity & optimizing service journey results. Our agile, results-first approach has three phases: 1. Understand and test (sprints 1 & 2) 2. Learn and design (align: strategy, plan, roadmap) 3. Scale and measure (sprints through to completion) Service Journey Strategies Journey Focused Transformations www.ServiceJourney.com +1 407.624.3800