Connecting with what matters to customers.
Having established an award-winning customer experience approach, Three already knew a thing or two about CX!
When they wanted to take that experience even further, they engaged with us to help them review select omnichannel consumer sales journeys.
Three recognised the potential to shift its cultural focus even further toward the customer, by enabling their teams to collectively consider those journeys from the customer’s perspective, while overlaying the service blueprint associated with each.
The objective was to identify opportunities within and across journeys to improve the customer and employee experience, both within individual channels and across channels.
Define the journeys
Clearly define the customer journeys and personas to be reviewed.
Live the experience
Experience real customer journeys, documenting the detail and artefacts at each step.
Build together
Bring cross-functional teams together to understand, challenge and build upon the “As Is”.
Following a clear definition of the customer journeys and personas to be reviewed, W5 undertook a period of deep discovery, living several real customer journeys and documenting the detail and artefacts at each step.
At the same time, we engaged with over 100 people from right across Three to understand the corresponding processes, systems, and resources involved.
We then embarked on a series of cross-functional workshops to understand, challenge, and build upon the “As Is” in order to identify development opportunities.
Turning insight into customer-centric change.
Together, we identified several potential improvements, spanning strategic, communications, and signposting initiatives.
The output of this work is informing customer-centric change across the organisation, to alleviate CX and EX challenges across these journeys.
What’s more, together we have reinvigorated the organisation’s focus on delivering consistently superior customer experience, and in doing so, enabling augmentation of the employee experience in parallel.
About W5
W5 is a customer experience consultancy helping organisations bring their brands to life through customer experience design, delivery, and measurement. We combine research, insight, and practical advice to help organisations understand their customers and improve the experiences they deliver.
Let's talk customer experience.
Have a customer experience challenge in mind? Let’s discuss how we can help.