Customer Experience

Touchpoint Evaluation and Conception 

Posted
Touchpoint Evaluation and Conception

The Challenge

  • Definition and fine-tuning of the value proposition and personas (focus on a younger target group)
  • Optimization of the existing brick-and-mortar customer journeys and addition of digital touchpoints and services

Our Tasks

  • Review of existing value proposition and defined personas
  • Prioritization and selection of digital touchpoints and services
  • Evaluation according to customer and retailer benefits
  • Localization of touchpoints along the customer journey
  • Creation of use cases for the defined solutions

Impact

  • Identification of persona-relevant digital solutions to complete a new brick-and-mortar customer journey
  • Transparency over the requirements for an implementation
  • Foundation for a roll-out concept