POSTER: the customer journey

All the possibilities that automated consultancy brings to improve the customer experience aren’t things you unleash in a single blow to your clients. It's smarter to do that in phases.

Enter the client journey.

Such a trip consists of touchpoints: the moments where consultant and client share information, where a service is being provided, or where a transaction is carried out.

Before automated consultancy, the traditional customer (or client) journey consisted of a client Call, a client visit with a lot of Rhetorical questions (“Would you like to improve?”), then an Examination of available data (usually a round of interviews) followed by a lot of Excel work resulting in a PowerPoint presentation to the board. Add this up, and you get the C.R.E.E.P. client journey.

The possibilities to create your client journey using automated consultancy are endless. So, to see the forest from the trees, we discuss here three different journeys using some of the technology discussed in this book. Three journeys that foster an increased level of client intimacy. These three journeys we call ”Learn,” “Like,” and “Love.”