Context
The customer, one of France's leading rail transport companies, wanted to overhaul its customer pathways to put the customer at the heart of everything it does, and make him or her a distinguishing factor from the competition.
This vision has been translated into a number of projects designed to meet this ambition: diagnosis of selected customer paths, co-construction of target paths, definition of a short- and medium-term action plan, etc.
Objective
Benefit from strategic support to analyze and define an action plan at Group level. Groupshared and co-supported by all activities.
VERTONE contribution
- Diagnosis of selected customer journeys with analysis of key irritants, co-construction of target journeys thanks to a Design Sprint approach with the organization of numerous workshops,
- Qualification and prioritization of solutions from both a business and a value point of view,
- Definition of a short- and medium-term action plan and drafting of the associated roadmap,
- Definition of the desired performance monitoring indicators and assessment of their feasibility, coordination and synchronization of the various project stakeholders
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