Growth Pathways

Customer Journey Activation

How do you deliver a seamless customer journey?

Most organisations today understand the value of customer journeys. Whilst many have made headway with mapping out the ideal path – turning this high-level plan into an operational reality, often remains a challenge.

To effectively activate the customer journey, you must start with priority use cases and define a clear plan of action. By piloting the end-to-end delivery through new ways of working, and introducing critical capabilities along the way, you will be able to transition the learnings into BAU execution.

Blackdot can take you from
common to best-practice

Disparate activity across the journey with limited cohesion

Box 1

Clearly define commercial objectives around priority ‘moments that matter’

Box 2

Change is expected within BAU teams, with KPIs set only to drive functional excellence

Box 3

Set up agile, cross-functional teams with aligned KPIs and incentives

Box 4

Technology decisions are made first, with people and process implications an afterthought

Box 5

Execute in agile change packages, through win-fast pilots to build business belief and momentum

Box 6

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Looking to activate your customer journey?

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