BCG’s customer journey offering helps organizations implement fundamental new ways of working and achieve next-level customer experience. Our scalable approach to end-to-end customer journeys helps clients shift to customer-centric value streams, agile operations, and the latest modular data and architecture capabilities.
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.
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.
A leading global animal health company partnered with BCG to develop an AI-powered sales engine to target and engage with customers, driving double-digit growth.
BCG partnered with an Australian bank to create a completely digital experience for banking customers with their customer journey program.
BCG offers solutions for end-to-end customer journeys, with a powerful focus on digital potential, through a range of entry points:
BCG’s Karen Lellouche Tordjman explains how AI is helping companies use conversational agents to interact with customers as well as to personalize content and better understand user needs.
Sephora’s Marco Steinsieck discusses how the company cultivates lasting relationships. Putting clients at the center of everything it does and nurturing brands are key.
Offering points and cash back isn’t enough. To keep people happy, companies must deliver a differentiated experience with personalized benefits and relevant partnerships.
Marketers who measure mindshare can grow brand value more effectively than with traditional approaches.
DEEP AI by BCG X brings transformative relief to customer service headaches—for customers and businesses alike.
Marketers need to know if a campaign is working now, not several months from now. First-Fast Response, BCG’s precision-branding metric, drives impact by delivering fast, targeted insights.
BCG’s multidisciplinary teams are made up of customer journey consultants with deep expertise, tech build and design experts from BCG X, people and organizational strategists, agile coaches, and instructional designers. We also build strategic partnerships to achieve the goals of our clients.
