Journey (Re)invention is a mature, service design–led approach to transforming customer or partner journeys. It provides a clear path to journey realization and identifies growth and cost-to-serve opportunities.
Nearly 90% of companies compete mostly on the basis of customer experience. But while 80% of companies think they deliver a superior customer experience, just 8% of customers agree. Customers are often forced to trudge through confusing steps with complicated interfaces to access the brands they love. Yet, they are still dependent on employees to fix their problems manually. At the same time, non-optimal and often outdated tools, policies and systems make it very difficult for employees to actually serve these customers well.
“Most companies have been on a path of incremental improvement for many years, layering on new channels, capabilities and technologies with a focus on speed-to-market, which has created a patchwork of customer and employee experiences that aren’t really satisfying anyone.”
Jackie Walker, Retail Experience Strategy Lead
Publicis Sapient developed Journey (Re)invention to close the gap between what customers expect and what clients can deliver. This solution answers two essential questions:
To answer these questions, Publicis Sapient facilitates a fact-based collection and an assessment of current state opportunities within clients’ customer or partner journeys. This current state picture is then transformed into a future state, leveraging design thinking and best practices to reimagine how end users are served. This process uncovers new ways to meet customer needs by reimagining the holistic experience along with the processes, systems and tools that will efficiently and effectively deliver it, generating a mixed backlog to facilitate transformation.
“We maximize the value delivered by putting the frontstage and backstage in context of each other with one mindset—reducing complexity both in what the customer sees, and in the process, policies, systems and tools that allow employees to better serve customer needs.”
Jackie Walker, Retail Experience Strategy Lead
Our approach to Journey (Re)invention consists of four building blocks:
Our unique process translates customer experience value pools into a mixed backlog that sets clients’ agile design and engineering teams up for success:
What customers and partners consider a best-in-class experience today will be outdated tomorrow. Publicis Sapient reinvents customer and partner journeys within 6 to 12 weeks, ensuring that companies can advance scalable digital transformation quickly and easily.
Our auditing framework can identify the biggest opportunities for growth in your physical-digital retail ecosystem.
Sara Alloy
Retail Experience Lead, NA
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Jackie Walker
Senior Director, CX&I
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