Page 11 - V3 TOGA_CX Presentation

THE PROCESS
KICK-OFF WORKSHOP
Mapped the current end-to-end Customer Experience of TOGA.
15x EMPATHIC INTERVIEWS
Immersion in the world of TOGA’s customers
PERSONA WORKSHOP
Uncovered deep customer insights to develop three customer personas.
IDEATE WORKSHOP
Co-designed innovative ideas using the customer insights and personas to redefine the end-to-end TOGA Customer Experience.
SOLUTIONS DEVELOPMENT
Designed recommendations for possible value added services which will enhance the TOGA Customer Experience.
FINAL DELIVERY CUSTOMER JOURNEY RE-DESIGN
Developed a new customer journey map and experience for TOGA.
Commercial in confidence
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