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Customer Experience Redesign for a Retail Group
Emerge worked with a leading telecommunications group to map customer journeys, identify friction points, and improve experience design across multiple channels.
The engagement brought together senior stakeholders from strategy, operations, and customer experience to align around service priorities.
Services
- Customer Experience
- Operating Model Design
Industries
- Telecommunications
- Retail
Stronger customer journeys and a clearer roadmap for multi-channel experience improvement.
The Challenge
The customer journey was fragmented across multiple channels and stakeholders, creating friction in how service was delivered.
The Solution
Emerge reviewed the end-to-end journey and facilitated a cross-functional design process that aligned experience priorities and operational realities.
The Impact
The organisation was able to simplify the customer experience and create a more coherent service model with improved executive alignment.