This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
This product (Omni-channel Customer Journey Design) is a 22-slide PPT PowerPoint presentation slide deck (PPT), which you can download immediately upon purchase.
Digital-native organizations are digitizing their entire critical Customer Journeys at scale to realize improved Customer Experiences and Engagement. They achieve these results by transforming their products, processes, legacy systems and technology, and culture to become truly digital businesses.
Becoming a digital business and revolutionizing multiple Customer Journeys concurrently needs restructuring, integration of existing systems, building new capabilities, and deploying existing competences in a different way. Organizations are maintaining customer engagement and beating competition by digitizing all of their important Customer Journeys.
This presentation presents a detailed overview of the 5-phase Omni-channel Customer Journey Design approach that is critical for improving Customer Experiences and accomplishing higher Customer Engagement:
1. Develop Enterprise Customer Experience Story
2. Prioritize Technology Transformation Projects
3. Develop a Flexible Ecosystem of Technologies and Platforms
4. Adapt Principles of Strong, Agile, and Lean
5. Be Adaptive in Performance Management
The slide deck also includes some slide templates for you to use in your own business presentations.
This PPT delves into the evolution of the Customer Journey from a traditional linear model to a continuous, cyclical process, driven by advancements in digital technologies. It includes a detailed examination of the Consumer Decision Journey, a four-phase model introduced by McKinsey, which captures the customer's path to purchase. The framework emphasizes the importance of active evaluation and the moment of purchase, providing a comprehensive view of the modern customer decision-making process.
The presentation also highlights the Nonstop Customer Experience Model, which focuses on the cyclical nature of the Customer Journey. This model underscores the significance of continuous improvement and iterative design in enhancing customer experiences. By leveraging robust technology infrastructure and IT systems, organizations can create a seamless, integrated ecosystem that supports dynamic interaction models and curtails security threats. This document is essential for businesses aiming to stay competitive in the digital age by optimizing their Customer Journeys.
This PPT slide outlines the approach to Omni-channel Customer Journey Design, emphasizing the necessity for businesses to adapt to rising customer expectations through digitization. It highlights that digital-native organizations excel in consistently digitizing critical customer journeys, resulting in improved customer engagement and satisfaction. The transformation from analog to digital is presented as a comprehensive process that requires revisiting all operational facets.
The slide introduces a structured 5-phase approach to customer journey design. The first phase focuses on developing an enterprise customer experience story, which serves as the foundation for understanding customer needs and expectations. Following this, the second phase emphasizes prioritizing technology transformation projects, ensuring that the right initiatives are selected to enhance customer interactions.
The third phase involves developing a flexible ecosystem of technologies and platforms, which is crucial for integrating various digital touchpoints and ensuring seamless customer experiences. The fourth phase encourages organizations to adapt principles of strong, agile, and lean methodologies, which can lead to more efficient processes and quicker responses to market changes.
Finally, the fifth phase stresses the importance of being adaptive in performance management. This adaptability allows organizations to continuously refine their strategies based on real-time feedback and performance metrics. Overall, the slide conveys that a strategic, phased approach to customer journey design is essential for organizations aiming to thrive in a digital-first environment. It serves as a call to action for businesses to embrace digitization as a means to enhance customer experience and operational efficiency.
This PPT slide focuses on the second phase of the Omni-channel Customer Journey Design, emphasizing the prioritization of technology transformation projects. It highlights the challenges associated with IT transformation, noting that it often requires significant resources and can be complex. A key point made is that while creating a mobile app may seem straightforward, integrating it with various customer channels and backend systems is where the real difficulty lies.
The details section advises companies against digitizing each customer journey in isolation, as this approach can lead to internal silos and inefficiencies. Instead, it suggests a more integrated strategy that prioritizes IT initiatives to facilitate a cohesive IT architecture that incorporates customer journeys. The example of a customer onboarding journey illustrates this point effectively. By upgrading their BPM architecture and developing reusable components, the company was able to reduce rework and costs significantly.
Additionally, the slide mentions the creation of an interface layer that connects backend services, which was developed during later journeys. This indicates a forward-thinking approach to IT architecture, where lessons learned from initial implementations can inform future developments. The overarching message is clear: a well-coordinated technology transformation strategy can accelerate digitization efforts and enhance overall customer experience. This slide serves as a valuable guide for organizations looking to streamline their digital transformation initiatives.
This PPT slide outlines the fourth phase of the Omni-channel Customer Journey Design, emphasizing the importance of continuous improvement and iterative processes in developing customer journeys. It begins by stating that digital platforms require frequent major revisions to operating systems, typically on an annual basis, along with regular minor updates. This highlights the dynamic nature of digital environments where adaptability is crucial.
The details section elaborates on the growing trend of adopting principles such as Continuous Improvement, Perfectionism, Agile, and Lean across various industries. It notes that rapid revisions and iterations are becoming standard practice, driven by competitive pressures. Companies are increasingly compelled to implement the Minimum Viable Product (MVP) approach, which focuses on clearly defining client requirements and delivering solutions efficiently while minimizing complexity.
Furthermore, the slide emphasizes the advantages of digital products over analog ones. It suggests that digital solutions can be developed and deployed significantly faster—up to 10 to 20 times quicker—thereby enhancing responsiveness to market demands. The closing statement reinforces the idea that digitization should not be viewed as a finite project, but rather as an ongoing process aimed at continuously improving customer experiences. This perspective is vital for organizations looking to stay relevant and competitive in an ever-evolving digital landscape. Overall, the slide serves as a call to action for businesses to embrace a mindset of constant innovation and responsiveness to customer needs.
This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
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