Challenge
- An established tour operator is seeking to enhance its CEM practices by conducting an assessment and devising a comprehensive roadmap. The aim is to elevate customer satisfaction, refine operational processes, and drive long-term growth by optimizing customer interactions and service delivery.
Approach
- Analysis of current CEM process, mapping the process in accordance with major steps of customer journey
- Benchmarking UI/UX design with major global and local competitors, pinpointing the major gaps
- Redesign of customer journey in accordance with the current organizational structure and global benchmarks
- Building a suggested roadmap in order to excellence the customer journey
Impact
- Refined Customer Journey: Detailed mapping to identify and improve touchpoints.
- Increased Satisfaction: Addressing pain points for higher customer satisfaction.
- Personalized Experiences: Tailored offerings to meet diverse customer needs.
- Efficient Operations: Streamlined processes for better service delivery.
- Targeted Marketing: Enhanced strategies for more effective campaigns.