"I see the tip of the iceberg and I worry
 about you" Neil Peart - Rush

COA enables the creation of Customer Journey Maps and Customer Engagement maps, to provide insight into how an organisation engages with its customers, and the Customer experience it delivers. It can be used to design improved ways of working that transform Customer experiences, and enhance product and service delivery.

COA combines a highly visual modelling capability (for creating maps and models), with a framework for aligning essential information (such as roles, process, technology etc). It connects the customer environment with the way the organisation actually works, showing how the operating model components underpin its delivery.

Seeing what lays beneath the water-line provides insight over both the Customer touch points and the operating model that supports it. It enables the dependencies and impact of change to be assessed, and then enables redesign initiatives to deliver improvements.  

COA also provides a common reference model to manage ongoing customer oriented business change. It brings together the customer ecosystem in a usable format which can effectively engage business stakeholders to facilitate the process of change and redesign.

• Create rich customer journey and customer engagement maps
• Identify problem areas, and key Moments of Truth for customers
• Visually bring maps to life to engage and communicate with stakeholders
• Align essential data and operating model information
• Gain insight, assess dependencies and the impact of change
• Redesign approaches and operating practices
• Create a roadmap for change
• Align performance and insight data
• Establish a common reference model for facilitating customer oriented business change

What ever your business needs: whether it's to create Customer Journey and Customer Engagement maps, to provide insight into how an organisation engages with its customers or to improve the Customer experience, complete the inquiry form or call us on 07736 691152 and we will set up an informal exploratory discussion.

COA
Customer Engagement Solutions