HPE’s Technology Services Portfolio turned to Heart of the Customer for an unbiased view of the customer journey, Moments of Truth along the journey to prioritize strategic initiatives, and a clear, unifying vision of what the future journey should look like in three years.
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.