CUSTOMER EXPERIENCE ENHANCEMENT

A resort (games, luxury hotels, shopping, residential) asked for support to make its organizational and operational models evolve while creating new relationships with customers. 

Abington’s support

To create a digital customer journey map, to optimize processes and to enhance customer experience, different steps were conducted:

  • Strategic focuses summary, operational translation in order to identify means and high value-added offers and to define axis of excellence about the customer experience

  • Organization and its processes analysis and identification of transformation opportunities

  • Customer experience improvement: customer journey and segmentation analysis, KFS identification

  • IT, digital, provisional operating and investment plans (Capex and Opex) elaboration

Guest UserMarketing & Customer experience, Tourism