1. 1 – Customer Journey Mapping
2 – Organizational Techno-Functional Analysis
3 – The CX Initiatives Score Card
4 – The CX Roadmap
The Science of Customer Experience Integration
Introduction to the Consulting Process

2. Process Overview
Customer
Journey Mapping
Organizational
Techno-
Functional
Analysis
The CX Initiatives
Score Card
The CX Roadmap

3. Our consultants will spend a good time of about four weeks at the organization premises to gather and
understand first hand information related to the overall internal and external customer experience through the
multiple marketing, sales and service channels across different organizational functions.
Process Overview
The Biology
The Chemistry
We will analyse the different aspects of the business with its current sales channels and the growing needs of
creating new sales channels and we have mapped the Customer Experience Journey for the available sales
channels.
After performing the health check analysis of every customer touchpoint, we will identify the organizational
functions which are responsible and involved for those customer touchpoints.
We will also analyse the Organizational Objectives those are directly associated with these functions and
aligned them with the initiatives being proposed for each customer touchpoint.

4. Process Overview
As part of this exercise we will also performed the CX Value Equation Analysis for all the identified functions and
systems across the various different departments throughout the organization.
The process will move forward with an analytical SWOT analysis for all the organizational functions and their
interdependencies will be re-calculated.
Depending on all this information we will be establishing a Score Card Metrics that will provide us with the
associated priorities and weightages for each Customer Experience initiative, technology, process or system.
The Physics
The CX Roadmap document will provide an overview of the current state of various functions and systems and
the future state defining how these functions and systems should perform for an optimum customer
experience. The roadmap will also provide with steps an organization should take to improve its current
customer experience.
The document will also have the Proposed Org. Structure outlining the need for better integration and
alignment of People with the CX Process and Technology for futuristic and agile transformations and enhanced
customer experience

5. Get In Touch With Us
UMAIR KHAN
umair.khan@ephlux.com | +1 310 545 8708
http://www.ephlux.com
info@ephlux.com
+1 866 788 4185 5