Page 46 - V3 TOGA_CX Presentation
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TOGA’S RE-DESIGNED CUSTOMER EXPERIENCE
Customer Journey
Value Added Services (8x Ideas)
Physical Customer Service
Digital Experience (App)
VISUALISING THE CUSTOMER EXPERIENCE
The Customer Map on the right visually illustrates the holistic “journey” through the different touch points and represents the ideal customer experience. A design-led process was used to define a starting point to redesign the interaction while keeping the customer at the centre.
The customer map envisions all of TOGA’s value added services and customer service offerings in a series of layers to address the pain points and uncover bottlenecks for the customers at each stage of the process.
The map provides insights into the customer needs, emotions and required information as uncovered from the customer interviews, and reveals proposed interactions / activities that need to be conducted by TOGA across the physical (Customer Service), digital (App), service and marketing experiences.
Commercial in confidence 7
