Customer-centric digitization

Your master plan with customer journey and digital roadmap

Digitization that reaches the customer

The key success factor lies in the logical alignment of customer strategy, processes, ICT architecture and software functionality – with the two central questions:

1. what does the future customer experience (should customer journey) look like and what processes do we need?

2. what are the requirements for the target ICT system landscape and how can we operate it efficiently?

customer journey

Customer Journey – your business model master plan

Visualize the relationships between customer journey, touchpoints, processes and digital capabilities in a customer journey (target) and define measures in a 3-year roadmap.
Move away from isolated initiatives, actionism and a lack of a big picture – to a clear master plan for increased customer engagement, lead data and conversions.

customer journey

Digital Roadmap – your digitization master plan

Define interrelationships of functionality, data and interfaces in a target architecture (target) and derive prioritized measures along a step-by-step migration.
Away from data and application silos, redundancies, missing and expensive interfaces, legal risks and laborious manual processes – towards integrated systems, connected workflows, efficient processes and centralized fan data.


Revenue growth*


Efficiency increase

Traffic increase

Customer Experience Map

Includes the complete customer journey across departments with a wealth of relevant information.

List of measures

An extensive list of measures prioritized in clusters according to effort and urgency.


Ensuring the transfer of practice by means of a clear roadmap, which is created on the basis of the most important learnings.

Target Journey Map and List of Measures

  • Procedure: Customer Journey Analysis > Identification bottlenecks > Definition of the target journey > Formulation of measures and roadmap
  • Project duration: approx. 4-6 weeks
  • Results: Customer journey map (master plan poster approx. 1.2m by 2.5m and files), list of measures (backlog) and roadmap

ICT target architecture and migration roadmap

  • Procedure: ICT as-is architecture analysis> Gap Analysis > Definition of target architecture > Formulation of roadmap / migration plan
  • Project duration: approx. 2-4 weeks
  • Results: Target architecture and domains, migration or evolution roadmap.

Growth with a clear plan through customer focus.

Put your customer in the center and uncover optimization potentials in your company.

Assessment / Analyse (FC, ICT)
Performance Analyse
Workshops (Journey, ICT Architektur)
Journey Map (Soll)
ICT-Architektur (Soll)
Ideen- / Massnahmen-Liste (ca. 60-100)
Roadmap (3 Jahre)
Quick check
1 WS
2 WS
2 WS

We create your CX map

Markus Koch
CCO, Co-Founder

Customer Experience Strategy and Roadmap


Renato Peter
CEO, Co-Founder

ICT Architecture Strategy


Patrick Müller
Digital Experience Consultant

CX mapping, processes, benchmarking and measures


Free template for optimizing the customer experience

Looking for an easy-to-use template to help you visualize and optimize your company’s customer experience?

Our template offers you a simple way to display the steps and touchpoints of your customers at a glance and identify optimization potential.

One service, many benefits for different people in the company


Overall view of the company in the form of a “big picture

Ensure that all departments are working in towards a common goal

Promotion of customer orientation in all corporate processes


End-to-end customer processes from acquisition to retention

Common language with ICT for more efficient digitization

Synchronization of marketing and ICT


Better understanding of system requirements for development

Clear architectural target and priorities

Synchronization of ICT and marketing

Romano Caviezel

“As a top club, ZSC has the ambition to be a leader in digitally supported fan experience. This requires a well thought-out game plan in the form of a fan experience roadmap and effective tools off the ice as well. In Powerplay, together with yawave, we create groundbreaking fan experiences.”

Romano Caviezel
CFO & CTO, ZSC Lions

Understand what your customers want.

We will be happy to advise you on +41 41 340 35 35 or by mail to

* Resource: McKinsey