Experience consulting

Hycom has a holistic approach ​to understanding customer behavior and managing experiences​

  • Understand the entire customer journey, their needs, goals, and expectations​
  • From insight to action: drive changes & results ​ ​
  • Get a clear roadmap and step-by-step guide for managing Customer Experience​ ​
  • Match customer needs with organization’s capabilities​ ​

Hycom services in the area of Experience Consulting​

Customer Understanding ​and Journey Mapping

Customer needs and goals prioritized and printed on carefully designed map.

  • Goal setting workshop​

  • Customer Journey Mapping​

  • Customer goals & priorities

Experience Strategy

Based on the knowledge about customer needs and your organization capabilities you ​
can prioritize your actions.

  • Experience Maturity Assessment​

  • Aligning customer goals​ & organization needs​

  • Experience Management Roadmap​

Experience Program Structuring

Handbook, which covers everything to effectively implement and manage customer experiences.

  • Experience Program Design​

  • Implementation Plan

What you get​ from Customer Understanding

Customer ​Journey Map

  • Identify end-to-end  journeys from the customer perspective​

  • Get a solid foundation for choosing the most important micro-journeys for building the right solution​

  • Connect allavailable data from research, interviews and company to get insights into customer intentions & behaviors

Customer ​Goals

  • Extracting customer goals as they were identified during analysis and mapping ​

  • Grouping the goals into convergent areas/themes for the purpose or prioritizing​

  • Insight into the pure customer perspective​ in a structured and comprehensible manner 

What you get ​from Experience Strategy​

Experience ​Maturity ​Assessment

  • Understand how mature your​ organizationis in terms of ​managing Customer Experience (strategy, technology, KPIs, etc.)

Experience Management ​Roadmap

  • Build the roadmap based on customer goals and organization capabilities​

  • Roadmap units show specific surveys, integrations, and business owners​

  • Clearly see the roadblocks and dependencies

What you get from Experience Management Structuring​ ​

Program Design

  • We create a structure of surveys & messages covering key interactions, as well as recommendations for drivers, root causes in each case.

  • We provide you with the Governance Manual that consists of guides, structures, processes, and close-the-loop systems which will govern the Experience Management (XM) Program. It helps you align the entire organization under a common customer-centric XM Program.

  • We design dashboards and determine who, why, and how should have access to customer data.

Implementation Plan​

  • Roles & Responsibilities​ - New roles within the organization​ required to run the XM Program​

  • Ways of Working​ - How to kick-start & manage​ the XM program, how to build teams​ and groups for projects​

  • Implementation & ​Communication Plan​ - How to launch the XM Program

Hycom helps companies meet the goals and overcome challenges ​ in the area of Customer Understanding and Experience Management​

Customer journeys are too complex​, organizational siloes which makes it hard ​to align business decisions with customer needs

Understanding customer needs & expectations

Too many interactions and touchpoints to easily prioritize, not enough resources​, silos – product- and channel-oriented organization​

Understanding customer needs & expectations

Difficult-to-recognize "moments of truth" which impact satisfaction​, unidentified key drivers of satisfaction

Increase NPS / Customer Satisfaction

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  • Rolf



    Head of Manufacturing and Distribution Sector

  • Maciej



    Head of Energy & Utilities Sector

Let’s talk! Contact us or schedule a demo!

  • Initial analysis of business processes in your company.
  • Determining the optimal scope of implementation Prosperer functionalities.
  • Initial cost estimation of potential implementation.
  • Includes 1 Demo and FitGap Analysis