Dow, a global materials science leader, has the ambition to be the most innovative, customer-centric, inclusive, and sustainable materials science company in the world. In 2017, they established a global customer experience (CX) team with a data-driven approach to CX, enabling them to strategically invest in areas that would yield measurable business results. In 2021, Dow reaffirmed its commitment to customer-centricity by partnering once again with Heart of the Customer for a global digital transformation based on customer needs.
After an attempt to enhance customer experience using Six Sigma fell short, the YMCA of the North turned to journey mapping to uncover behavioral personas and build strategic initiatives to better serve new members, shifting away from efforts that wouldn’t have paid off.
Brainshark, a leading sales readiness platform provider, saw a 25% decrease in their customer’s time-to-value through initiatives driven from mapping their client’s implementation journey.
Be The Match is the largest bone marrow registry in the world, matching unrelated donors with patients battling leukemia and other life-threatening illnesses. Journey Mapping brought their cross-functional teams to work collaboratively, so that every department was focused on the same ultimate goal – building an improved member experience that resulted in more lives saved.