Reinventing the Digital Customer Journey
How BCG can help you transform your digital customer journey.Watch the video
To transform the digital customer journey, BCG reimagines the entire experience by addressing customers’ major pain points and unmet needs, deploying digital technologies, and streamlining underlying processes through techniques such as lean, automation, and robotics.
BCG’s unique approach to transforming the customer journey already delivers significant value in many industries. For example, a leading bank that partnered with BCG on adopting this approach has consequently transformed its performance from the third quartile to the top quartile—boosting profits by 60%, doubling enterprise value, achieving major process and customer experience improvements, and earning national awards.
Digital is fundamentally changing industry dynamics by elevating customer expectations, increasing disruption by start-ups, and requiring engagement with evolving digital technologies. Transforming the digital customer journey can overcome the widely faced challenges and add value in three primary ways: enhance customer experience, increase revenue, and decrease the costs of full-time employees (FTEs).
Companies that undertake the transformation of their digital customer journey can unleash a fundamentally different customer experience that is driven by a customer-centric vision as well as the digitization of underlying processes through smart processing technologies.
BCG takes a customer-centric approach to transforming the customer journey that is based on ethnographic research gathered in the field. This deep understanding of customers helps deliver improvements in cost, revenue, customer satisfaction, and operational metrics.
When orchestrating the transformation of a digital customer journey BCG uses an industrial, modular, and iterative approach that consists of 5 phases:
During each of the 5 phases, BCG conducts immersive sessions with key stakeholders. These collaborative workshops focused on specific steps of the transformation of the digital customer journey.
BCG’s proven approach delivers innovative and compelling customer experiences, combined with lean, efficient, and effective processes to meet customers’ needs.
BCG’s teams bring best-practice exemplars and innovative technologies to set high aspirations to improve processes, drive productivity gains, and enhance customer experiences. BCG is the global leader in building an enterprisewide agile capability.
BCG brings truly unique, integrated capabilities to help meet the challenges of transforming customer journeys and realizing bottom-line results.
These derive not only from BCG’s core consulting practice but also from complementary BCG services and a network of partner organizations with whom we collaborate to provide:
BCG's ecosystem offers the full spectrum of diverse competencies required to successfully transform digital customer journeys.