Struggling to scale customer journey management in a complex organisation?
Facing resistance to change
It’s hard to gain traction with a constant flow of transformation initiatives. That’s why we co-create journey management to fit your organisational needs—no one-size-fits-all approach.
Complex organisation
Large organisations struggle with governance. We simplify journey management with fresh perspectives and best practices, making it structured, scalable, and accessible.
It can be hard to get buy-in
When CX impact is hard to measure, leadership support is too. We help teams turn customer insights into service improvements and UX strategies that drive results.
How we help you tackle these challenges
Kickstart journey management
Laying the foundation for success
Organisations need the right strategy, frameworks, and tools to adopt Journey Management. We start with in-depth stakeholder research to understand your business needs and CX challenges. Then, we co-create the necessary building blocks for a tailored and successful implementation.
What we deliver first:
Journey framework
Providing a clear overview of your entire service delivery.
Set-up tooling
Software like TheyDo to enable data-driven decisions.
Pilot journey projects
To generate quick wins and refine the building blocks.
Run a journey operations factory
Drive continuous CX Improvement
Effective Journey Management requires ongoing execution and optimisation. Our team of experienced service and product designers run end-to-end journey projects, transforming research insights into actionable service improvements. Along the way, we help you mature your Journey Management practice, ensuring continuous growth.
How we support you:
Customer journey research & insights
Mapped in JM tooling to identify pain points.
Service & experience design
To optimise customer interactions.
Journey-driven improvements
Implementation to enhance CX.
Guidance in journey management
With implementation best-practices.
Scale journey management
Expand the practice & strengthen capabilities
Journey Management is a continuous transformation. As your organisation matures, a solid strategy and capability-building become essential for scaling. We help you optimise governance models, train teams, and implement advanced tooling (when needed) to embed journey management as a core business practice.
How we help you scale:
Training & coaching
To empower internal teams and grow expertise.
Governance model optimisation
To ensure cross-team alignment.
Advanced research tooling
Such as persona governance or predictive analytics.
Solutions to simplify journey management
To make it scalable and accessible across the organisation.
“Koos knows, lives and breathes its design craft. Driving meaningful progress in complex organisations like NS, both with good results in design projects and setting up journey management.
– Peter Cuijpers, PO Digital Strategy & Design at NS (Dutch Railways)
Unlock the power of
customer journey management
Future-proof your customer experience
Get ahead of the competition by enabling yourself to adapt to evolving customer expectations. This customer-centric approach ensures you deliver seamless and industry-leading experiences.
Boost customer retention & loyalty
Well-managed customer journeys ensure you consistently deliver value at every touchpoint. By reducing friction and optimising engagement, we increase customer satisfaction (CSAT) and loyalty.
Achieve higher conversion rates
By identifying and eliminating key pain points in customer journeys, we can improve conversion. Streamlined journeys maximise marketing ROI and fuel sustainable revenue growth.
Increase revenue through CX efficiency
By creating a single source of truth and eliminating inefficiencies, we optimise customer experience operations, reduce redundancies, and lower operational costs. All while boosting your CX impact.
Make smarter, data-driven investments
Leverage real-time customer insights to prioritise the CX improvements that deliver the biggest impact. By aligning strategic decisions with customer behavior analytics, we ensure measurable impact.
Ready to take control of your customer experiences?
Join us for a coffee to discuss the value of creating a customer-centric strategy tailored to your organisation. Let’s work together towards an improved customer experience, operational efficiency and measurable business growth.
Questions about customer journey management
Customer Journey Management (CJM) enables organisations to understand and optimise the entire customer experience. It allows businesses to provide personalised, consistent interactions that increase customer loyalty and boost conversions.
By leveraging customer insights, improving touchpoints, and aligning your business strategy with the customer journey, CJM drives better decision-making, increases customer retention, and enhances overall business performance.
Our team guides you through every stage of CX transformation. We help integrate customer journey management seamlessly into your operations by creating the required implementation building blocks. Additionally, we can support you in the journey pilot projects, from journey mapping to CX strategy development and UX/UI design.
A personalised customer journey ensures that your customers receive relevant and meaningful interactions, which in return increases satisfaction, loyalty, and lifetime value.
Journey mapping visualises the customer’s entire interaction with your brand. By identifying pain points and opportunities, we can optimise each touchpoint to ensure a seamless and engaging experience, improving overall customer satisfaction.