Transform Customer Journeys at Scale—and Transform Your Business
Reconfiguring the company around journeys does more than improve the customer experience. It advances digital transformation and strengthens the capacity for ongoing change.
Heightened customer expectations and the speed of innovation have created a need to adapt faster than ever before. In response, BCG reimagines the entire experience by addressing customers' major pain points, deploying digital technologies, and streamlining processes through techniques such as lean, automation, robotics.
BCG’s unique approach to the end-to-end digital 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.
Transforming a company’s customer journey requires transforming the company itself. To accomplish both, BCG helps organizations:
This approach improves customer satisfaction and retention, enhances efficiency, and increases revenue, while enabling the organization to adopt agile ways of working.
BCG takes a customer-centric approach to transforming the end-to-end digital 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 an end-to-end digital journey BCG uses an industrial, modular, and iterative approach that consists of five phases:
During each of the 5 phases, BCG conducts immersive sessions with key stakeholders. These collaborative workshops focus on specific steps of transforming the end-to-end digital 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 end-to-end digital 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 end-to-end digital journeys.
Reconfiguring the company around journeys does more than improve the customer experience. It advances digital transformation and strengthens the capacity for ongoing change.
The flaw in insurers’ attempts to digitize is that they try to apply new technologies to existing products and processes while customers expect convenient digital solutions.
BCG helped one of India's largest insurers rethink its customer journeys all along the value chain in order to achieve dramatic improvements in turnaround times and rates of “first time not right”—as well as overall operational productivity.
An Australian retail bank used innovative customer journeys to deliver a better experience and reduce costs.
Technology can help companies improve customer service by tracking the channels customers have used and the information they’ve shared about their needs and problems.
Adopting a journey mindset involves a major shift in the way banks think and operate—and that shift is no longer optional.
Managing Director & Senior Partner
New York
Managing Director & Partner; Global Leader, Technology Advantage Practice
London
Managing Director & Partner
Miami
Digital technologies are transforming every aspect of business—and no turnkey solution will equip you to keep pace. DigitalBCG engagements are designed to deliver immediate value, while also building the capabilities, processes, and mindsets necessary to sustain your digital transformation.
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