Embed change operations and journey management
Create a dynamic journey management practice that drives excellent customer experience and delivers business outcomes.
Embed change operations and journey management
Create a dynamic journey management practice that drives excellent customer experience and delivers business outcomes.
We deliver on the promise of journey management, customer centricity embedded in practices and decisions across your organisation.
We advise on journey management platform choices to enable your to build data driven journey management.
We will establish an operating model that enables you to respond and adapt to a constantly changing world.
“All change is embedded in journey documentation…. if it is not in it has no support or funding; and does not contribute to our strategic programmes of change…”
– Corinne Wenckenbach, CDX Global programme Lead, RGF Staffing
Supporting you to excel at journey management
We will help you deploy, scale & manage your journey management capability and tooling. We have packages of work to help you that deliver results in weeks.
Plan your route to journey management
2-4 weeks, £15k-£35k
An objective review of where you stand with journey management today. Including recommendations based on other organizations’ successes and a strong case for action.
Delivers a case for your business defining what a shift from journey mapping to journey management can achieve.
Establish your Journey Architecture
6-8 weeks, £50k-£75k
Some call it their ‘atlas’, others the ‘framework’. We set you up with an end-to-end Journey Architecture that maps customer or employee experiences across the full lifecycle of engagement. This enables you to manage customer experience at a strategic level.
Delivers a Journey Architecture and recommended customer-centric strategy that allows you to prioritise business decisions based on customer data.
Proof of value journey project
8-12 weeks, £75k-£100k
Delivery of a project to map a specific journey, find improvement opportunities and prove the value of journey management. Highly collaborative and tuned to your business needs and capabilities. This sets the standard for journey mapping in your organisation.
Delivers an as-is journey blueprint, target state outcomes blueprint, opportunities backlog, and prioritisation model.
Customer-centric operating model and governance
6-8 months (includes a 3 month pilot), £150k+
Embed journey management into your ‘business as usual’ by piloting the new governance and operating model. Adapt executive oversight and journey team configuration for your organisation. Build a strategy for scaling across silos for lasting customer transformation.
Delivers a tailored governance and operating model
3 month pilot with two journey teams.
Integrate actionable data onto your Journey Architecture
4-6 weeks, £35k-£50k
Metrics like NPS, CES, CSAT tell you if people like your brand, but lack the depth in telling you what you need to fix. We can measure outcomes at the customer, business, and operational layers to inform decision making and move beyond the classic KPIs.
Delivers a customer experience measurement framework.
Supporting cases
What does successful journey management look like?
Read more about our top 3 examples of successful journey management:
Digital transformation of the UK Parliament
We established journey operations as the operating model for digital in the UK Parliament, ensuring that services for politicians, their staff, and the public were effective and continuously improving.
From Journey Mapping to Customer Experience Management at adidas
We took adidas from first steps to an integrated journey management practice. They now have global standards driving consistency across their customer experience, allowing them to make better-informed decisions delivering constant CX improvements and driving their ongoing growth.
Co-creating a global framework and supercharging journey management at a worldwide recruitment agency
We created a global journey framework in TheyDo for a worldwide recruitment agency. With tailor-made training and 1-2-1 coaching, the framework was adopted by 6 Operating Companies across the globe, allowing them to adapt the framework to their particular market needs. This framework is supporting their growth in new territories.
Why design led change drives better business outcomes
How to deploy design to change the way you change
We have seen that design helps organisations align and drive change. However, design must be set up correctly and not held back by opposing forces. It must be well-integrated and connected. In this webinar, we demonstrated how we have supported 2 of our clients to do this.
Customer experience architecture: why customer journeys aren’t enough
The way companies visualise and understand their organisations leaves them with fragmented insights that don’t align with each other. Invariably, they have countless views of what and how they do it – org charts, RACI models, technical and enterprise architectures, product and feature lists, customer segments, and marketing plans. But only a few connect to show how they deliver value to customers. True value and business that grow at pace are those who align all of their data and insight with a customer experience architecture.
I am a founding partner of Livework having set-up the company in 2001. My focus on keeping Livework at the forefront of service design practice and ensuring we continue to create value for our clients.
