カスタマージャーニー

At BCG, the customer journey goes far deeper than customer journey mapping. Customer journeys should synthesize and empower new ways of working in order to drive maximum transformation and fundamentally reorganize the way that change is delivered. Moreover, a successful customer journey strategy breaks down siloed initiatives and powerfully combines agile human capabilities with front-to-back digitization, smart automation, and integrated data and analytics.

Customer journey mapping and experience design are indeed critical components of a successful customer journey strategy. This work includes deep “voice of the customer” research and an ongoing process of customer testing. Organizations must approach journey mapping with a human-centered, zero-based design approach and a clear view of customers, intermediaries, employees, and other constituents.

BCG’s Approach to Customer Journey Consulting

Our customer journey consulting combines BCG’s traditional hypothesis-driven approach with a discovery-driven technological perspective, mixing strategy and design engineering for exceptional outcomes. We define, develop, and enable ambitious pilots, minimum viable products (MVPs), and at-scale digital product and service experiences.

The experiences we deliver are grounded in human-centered design, closely aligned with business strategy, and based on an iterative, agile approach to expedite delivery and accelerate time to value. We help clients lead ambitious change programs in parallel with the strategy, culture, leadership, talent, organizational, and governance changes that are critical to long-term sustainability.