Microsoft made the strategic decision to close its retail stores and rethink its customer experience. We were engaged to help envision and define the future of Microsoft’s customer and associate experience, across channels and touchpoints.
SERVICES
Consumer Insights
Market Insights
Journey Mapping
Experience Design
Strategic Planning
highlights
Customer & Market Insights
We started by conducting immersive qualitative research to help Microsoft understand the journey customers were having with Microsoft across channels and identify critical opportunities to improve.
In addition, we conducted a global market scan to identify emerging trends and innovations that were driving changes in the needs and behaviours of consumers and creating new opportunities for Microsoft's business.
Future CX Vision
Based on the insights uncovered, we helped Microsoft’s senior leadership team envision what the future customer experience could be. We delivered a series of journey maps, service blueprints and UX / UI designs that defined and illustrated the end-to-end customer experience.
Finally, we facilitated planning workshops and collaborated with Microsoft to develop a detailed strategic roadmap outlining all short-term to long-term customer experience initiatives.
Client TESTIMONIAL
I had the pleasure of working with their team on several projects with Microsoft and they are truly world class. They helped us understand our customer journey of today, envision our customer journey of the future and develop a detailed strategic roadmap to make it happen. Their team is not only incredibly talented and hard working but also just amazing people to work with.
