1. Frame

Frame - Red smUnderstand - Grey sm Position - Grey sm Design - Grey sm Align - Grey sm Execute - Grey sm Sustain - Grey sm Review - Grey sm

Before a business can redesign customer and employee journeys, it needs to identify their generic ‘stages and phases’ in order to create frameworks around which the ‘as-is’ and ‘future-state’ journeys can be built. The customer journeys may vary by channel and customer segment; and the employee journeys may vary according to role and function.

These PDFs describe our support solutions in more detail:

Customer Experience Framework Definition
Employee Experience Framework Definition