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 – 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.
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.
Roadmap
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.
We create your CX map
Patrick Müller
Digital Experience Consultant
CX mapping, processes, benchmarking and measures
LinkedIn
patrick.mueller@yawave.com
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
CEO
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
CMO
End-to-end customer processes from acquisition to retention
Common language with ICT for more efficient digitization
Synchronization of marketing and ICT
COO / CTO
Better understanding of system requirements for development
Clear architectural target and priorities
Synchronization of ICT and marketing
“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 contact@yawave.com.
* Resource: McKinsey