HomeCustomer Journey

Customer Journey with BPM Consult

Improve customer experiences by analysing customer journeys and striving for Service Excellence in every interaction with your customer.

Let’s meet View case studies

Think like your customer

Are you finding it increasingly difficult to retain and engage customers (clients, students, patients, etc.)? Are they leaving, but you don’t know why? Do you have an explicit vision on service, or are your employees just doing their best? These are all areas where Customer Journey expertise can help you.

By analysing customer journeys, we provide organisations with insight into contact moments, customer experience and opportunities for improvement in your service provision. With our approach, we encourage outside-in thinking and structurally reinforce a service-oriented culture.

Create a WOW experience for your customers

Many organisations lack insight into their service provision. Meanwhile, many customers make choices based on their subconscious. Gaining insight into customer emotions during contact moments opens the door to better customer journeys. The aim is to make every contact moment a small celebration. We are happy to help you achieve this.

We will start by optimising the customer touchpoints. We analyse the customer journeys, both in-house and with your customers, and identify service patterns. We pinpoint improvements in the customer journey and implement them together. This allows us to create more positive experiences, strengthen loyalty and ensure that customers return more often.

Why work on Customer Journeys with BPM Consult?

Integrate your customer into your process

Through a combined approach of customer journey analysis and process improvement, we show you the relationship between customer journey and service process.

In-depth insight into your service provision

Through systematic analysis of touchpoints and the customers experience at those points, we give you control over your service performance.

More WOWs for your customers

By enriching contact moments into unforgettable, heart-warming customer experiences, we help you achieve Service Excellence.

Method for Service Improvement

By learning service blueprinting, customer journey mapping, and emotional analysis, your customer journey teams can work on improving customer journeys themselves.