Con sul tareConsultare means "Experts to consult" on Customer Digital Strategy, Operational efficiency, and Digital Workplace Transformation.Explore More
CRM DIGITALCRM Mastermind Design, Digital strategy, Implementation, and Professional Services
CUSTOMER EXPERIENCEWorld's first "CX and Digital" Fusion of technologies and transformation services
EMPLOYEE EXPERIENCEHR Technologies, Digital WorkPlace Programs, Talent Management, and EX Strategy
EVERYTHING EXPERIENCEThe Hyper Automation, DevOps, and Low-Code No-Code Technologies
KEY PARTNERSExperience Partnerships (PX) with leading brands offering software/platforms
About CRM DigitalDigital CRM Applications — Sales, Service, Marketing, and Commerce
CLOUD & IT INFRASTRUCTUREVirtuos invests in TEKCORP — Cloud Mastermind & IT Infrastructure Specialist.
VIRTUOS NEXORAMANexorama is our new model for innovating and diversifying into new areas.
ABOUT GIFTCART.COMWith huge strengths in technology, experience design, strong commitment and insight to make Giftcart.com a leading name in e-gifting globally, the team has put together some of the industry's first and unique propositions such as Personality based gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced Search and more. Visit www.giftcart.com
ABOUT INDIC.COMIndic is a company that has digital experience platforms to serve a broad range of audiences with consistent, secure and personalized access to products, services, and experiences across many digital touchpoints.
Indic has a portfolio of brands in stealth mode. For more information visit www.indic.com
ABOUT SWEVEN DIGITALSweven is a brand new company with 1000+ Man years of CRM and Customer Experience Proficiency. Sweven branched out to craft a new story of Sweveners — The dreamers and doers operating in the US$1 Trillion Salesforce Economy. Sweven is headquartered in San Francisco with operations and delivery centers in India and fast expanding into other regions. For more information visit www.sweven.com
ABOUT TEKCORPTekcorp offers complete Cloud Transformation Journeys for the customers along with IT Infrastructure Services such as Networking, Storage, Security, and Trust Management across Industry verticals. Tekcorp also operates Technology Division in alliance with leading partners. For more information visit www.tekcorp.com
Com pa nyCompany with a team that has the explicit mission to change the world — big change, big objectives, a brand-new system never done before.Explore More
ABOUT VIRTUOSThe birth of an idea that stretches the Virtuosos and the customer
OUR BUSINESSThe anatomy of modern business at Virtuos — Consulting to Digital Business
CUSTOMER SUCCESSCustomer success stories, case studies, insights, and resources
CAREERSExplore an enriching and rewarding career in sales, marketing, engineering, etc.
NEWS AND EVENTSSign up for the latest news, press releases, Xonomy events, and webinars
There's a significant shift in customer engagement towards autonomous AI and human blended Customer Journey. CJourney, part of our flagship CXNow Transformation Program leverages AI conversational rich Self-Service Platforms and a mix of digital technologies to aggrandize the aspirations of the customer throughout the journey.
Start with "WHO"
Create Personas to Illuminate and Inform the Customer Experience by Using Data from Six Sources.
01
Demographic
The basic structure of a population based on geography, income, level of education, and other standard descriptive attributes.
02
Psychographic
Your customers' values, opinions, interests, aspirations, attitudes, and lifestyles.
03
Ethnographic
Participatory observation where insights are gleaned by watching subjects in their daily routines and capturing what isn't explicitly reported.
04
Technographic
How your customers use and approach technology. This includes the use of digital mobile shifts.
05
Transactional
Insights through a historical customer relationship, including first- and third party purchase histories and post-sale service records.
06
Behavioral
Data captured passively through engagement with websites, mobile devices and other media, content, and channels.
Identify "When"
Map Personas to Key Moments in the Customer Journey.
Discover the journey moments, don’t’ prescribe. Identify pivotal moments during buy-own-advocate stages (see figure), where brands to need to understand the behaviors, preferences, media consumption habits, technology adoption patterns.
Work with Virtuos teams to create CX Primer workshop for detailed "day-in-the-life" routines of your audiences, and how you can begin designing a journey map that becomes the backbone of your CX architecture.
Take Inventory of "What"
Define the Stories, Services, and Experiences That Engage and Delight.
Stories
The information and content audiences desire in each specific step to make decisions, gain confidence, and engage with the brand in contextually relevant ways.
Services
Capabilities designed to add convenience, reduce friction and elegantly fulfill needs.
Experiences
How key moments are tightly orchestrated over the longer arc of engagement to drive loyalty and advocacy.
Map customer personas to moments to create a CX inventory that becomes the work plan for your CX Strategy — the collection of investments you'll consider, justify, and prioritize as part of your CX transformation. Identify problem areas through CX Primer session, and fix few of the urgent and pressing issues for quick gains to show ROI on your investments to stakeholders.
Identify Data, People, Processes, and Analytics to Enable and Optimize Experiences
Once you've defined the what, you need to address the how, start mapping the stories, services, and experiences you've designed during the CX Primer Workshop (See the previous step). Take the help of CX Prism Design Thinking techniques and our I.D.E.A framework to orchestrate paths to disrupt, and think differently — this could be a consideration of digital channels or traditional touchpoints such as call center or retail point of sale (POS).
Our CJourney Framework provides a composite view of CX strategists, Marketers, and Experience Designers, Industry experts, and learnings from Hackathon X from millennials to offer a cross-functional view of CXOpia — the state of customer experience.
Next Steps in Customer Journey
Top recommendations for creating customer journey mapping.
Invite cross-functional teams from Product, Marketing, Operations, Service departments to conduct CX Primersession followed by CX Audit to discover grey areas that need attention.
Optimize initial Experience Design assumptions by taking CX as a Program — not a project. If required consult with Virtuos teams to measure CX.Digital Maturity using Indicial.
