A good customer experience is key for driving customer engagement, brand preference, loyalty and value. It requires seamless integration and alignment of multiple channels (omni-channel) including digital, shop, advertising, customer support, call centres, partners, direct marketing and face-to-face. Data and insight from a variety of sources is gathered to form a 360-degree view of the customer. A comprehensive single view of the customer provides the evidence to create bespoke user profiles, or personas, based on individual needs, preferences and behaviours.

Customer Personas, Needs and Opportunities Delivered to Royal Mail

Optimised Customer User Journeys

Customer user journeys are mapped for each individual persona including customer activities, information, transactions, thoughts, barriers and pain points (moments of truth). Each user journey is matched with the most appropriate content, messages, applications, tools, channels, timing and positioning to deliver a relevant and impactful omni-channel customer experience and value.

 Multi-Channel User Journey Delivered to Royal Mail