Touch Point Management // Public Institution

Project scope

  • Measure and improve the performance of the touch points
  • Set up of KPIs for each touch point
  • Definition of a management framework
  • Measure performance of touch points by applying the Customer Choice Analysis
  • Definition of counteractive measures to improve touch point performance

Results

The client decided to adjust touch points for some segments and to start building relationships with key stakeholders.

Practice focus

  • Smart Data – Customer Insights 60%
  • Business Model Optimisation 0%
  • Customer Experience Design 40%
  • Transformation 0%
  • Cultural Shift 0%