Launch Customer Journey Management with Confidence!
All the strategic & technical guidance you need for a successful onboarding
Your goals are our goals
Our team is ready to support you with strategic & technical guidance on how to discover real customer journeys & optimise them for success.
Our onboarding plan includes proven approaches & best practices that are designed to help you achieve your business objectives. Whether a pilot project of a full programme, our customers enjoy collaborating with us as we define programme objectives, journey dialogues & success metrics. We’re with you every step of the way as you discover what’s really possible with inQuba’s Customer Journey Management.
Our approach
Onboarding takes place through a number of defined stakeholder engagements which are typically virtual.
These sessions are grouped into sprints, depending on the scope of the programme. By the end of the process we will have collaboratively defined objectives, identified journeys of interest & important issues to be addressed, designed critical dialogues, & configured, tested & launched your Journey Management programme.
Download this full guide now!
Download this full guide now!
Our experts will guide you through an onboarding plan that includes the following:
1. Defining the objectives & success metrics
Whether it’s journey discovery, an uplift in customer conversion, or customer retention, the objectives of your programme will be agreed upon & recorded. Based upon these, the individual sprints will be defined & success metrics selected.
Resources : Success Measures framework, BI template
2. Define the journey
It’s important to establish which customer journey/s will be included in the programme, including start & end points. Mapping the journey from the business perspective is a helpful exercise in framing the problem space & providing context.
Resources : Industry template, Journey Type template, Product/Service template
3. Ask critical questions
Critical questions ensure an understanding of the challenges being faced & will inform solutions. These may include: How do we define a customer drop-off? What types of value should be offered at each step? Which questions should the programme answer?
Resource : Standard Questions template, Value Model
4. Define dialogues, steps & segments
Dialogues are defined based upon insight collection, & categorized according to the value model (Economic, Functional, Experiential or Symbolic). Service recovery, SLAs and impact evaluations are incorporated, & dialogues are mapped to journey steps & customer segments.
Resources : Universal Dialogues, Value Model
5. Define data, configure & test
The objectives of the programme & the solution design will inform business data requirements & how best to ingest it. The dialogues (interventions & nudges) & rules are then configured & tested to ensure the correct behavior.
Resource : Data Format template
6. Launch
Defined data is ingested into the inQuba platform & configured dialogues are triggered in response to real customer behaviour. These may include informational updates, sentiment measurements, or nudges to help customers reach their goals.
7. Evaluate & refine
Programme success & intervention effectiveness are evaluated against established objectives & success metrics. These insights will inform the refining of dialogues, transactions, segments & objectives, in order to further enhance optimisation.
Resources : Programme Objectives, Success Metrics
“We sought a partner for our ‘Journey of Transformation’ & we found that partner in inQuba. inQuba provides the right analytics & insights in to what our customers’ sentiment is at every stage of the customer journey – in real-time.”
Seacom
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