Customer Journey Design

Touchpoints were managed in silos (acquisition, billing, care, retention); customers had inconsistent experiences and the business couldn’t optimise cross-channel. We mapped current-state journeys, identified pain points and key moments (e.g. first bill, first complaint, contract renewal), and designed target journeys with clear triggers, channels, and KPIs. We then defined the data and event model needed to power journey orchestration and worked with their martech and care platforms to implement the first two journeys (onboarding and payment recovery).

Pilot results showed better activation and lower early churn in the onboarding journey, and higher payment recovery in the payment journey. They’re now scaling the approach to more journeys and building an internal journey team.