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Branded Customer Experience

Road signs and traffic lights at a highway intersection, including Route 66, I-40, US 89, US 180, and I-17, with directions to Albuquerque on the left and Phoenix/Los Angeles on the right, against a backdrop of trees and a partly cloudy sky.

Companies where customer experience is aligned to the brand proposition out-perform their competition by 100%.

These companies are operating in a journey-centric way - what we call a Branded Customer Experience model.

Helping companies achieve this brand-experience alignment is the core of the Journey-Smiths proposition. It requires working through a series of alignments within your business, starting with bringing together Leadership and People thinking with your Data and Technology reality. Customer Journeys are then the key mechanism to create the right links between the two disciplines.

Learn more about Branded Customer Experience

Underneath this core alignment of Technology and People Journey-Smiths provide three solutions to address what the business needs to drive towards success in Branded Customer Experience.

  1. Leadership and Culture to define the right behaviors in your people

  2. Journey Technology to develop and use the right tools for the job

  3. Journey Analytics to link the right journey data to the people who need it

  • A person with glasses partially visible on the right side of the image, a framed sign with orange background and black text that reads 'Work Hard & Be Nice To People', and two guitars hanging on the white wall

    Leadership & Culture

    Leadership must define the brand promise for customer experience and align their teams to it.

    Journey-Smiths provide best practices to support today’s leaders in transforming their CX brand.

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  • Digital illustration of a person interacting with a virtual interface labeled 'Customer Journey,' featuring icons representing various customer experience stages and data points.

    Journey Tech

    Great customer experiences are journey-centric, and businesses who focus on this improve advocacy, increases revenue and lowers costs.

    Journey-Smiths can help you understand which journeys deliver value to the customer and profits to your business, and how to build these journeys into your business.

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  • Digital business analytics and data analysis icons, including graphs, gears, a keyboard, headset, and binary code, representing technology and data-driven decision-making.

    Journey Analytics

    None of your customers get the right level of interaction - they get too much or not enough, or worse are plain confused.

    Journey-Smiths can help you take a different look at your data, focused on the interactions between you and your customers.

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