What is the Customer Journey?

The customer journey is the complete experience a person has with your organisation—from first discovery to loyal advocacy. Understanding and optimising this journey is essential for building trust, driving growth, and ensuring every interaction adds value.

Why Map the Customer Journey?

• See your service through the eyes of your customers
• Identify friction points and opportunities for improvement
• Create seamless, consistent experiences across all touchpoints
• Build stronger relationships and increase satisfaction

Digital Transformation: The Game Changer

Digital transformation is about more than adopting new technology—it’s a mindset shift. It means reimagining how you deliver value, streamline processes, and empower both your team and your customers.

• Frictionless, user-friendly experiences
• Personalised communications and offers
• Greater efficiency through automation
• Agility to adapt to changing needs

Harnessing AI in the Customer Journey

Artificial Intelligence (AI) is revolutionising how we understand and serve customers. Here’s how AI can enhance your customer journey:

• Unified Customer View: AI brings together data from multiple sources, giving a complete picture of each customer.
• Real-Time Insights: Machine learning spots trends and pain points as they happen.
• Personalisation: AI tailors content, recommendations, and support to individual needs.
• Proactive Support: Predicts issues and offers solutions before customers even ask.
• Automation: Handles repetitive tasks, freeing up your team for higher-value work.

My Approach: Blending Strategy, Digital, and Human Touch

Drawing on my experience with Cornwall Council’s Growth Hub and other projects, I specialise in:

• Mapping and optimising customer journeys for public and private sector organisations
• Leading digital transformation initiatives, including system integrations and AI-driven solutions
• Using data analytics to inform decisions and measure impact
• Coaching teams through change, ensuring high engagement and smooth transitions
• Delivering measurable improvements in engagement, conversion, and satisfaction