End to end customer journeys

TRANSFORM THE CUSTOMER’S PATH
END-TO-END

Increased customer expectations teamed with the speed of innovation have created the need to adapt faster than ever.
In response to this, POLARIS reinvents the whole experience and does so by addressing the main customer pain points, implementing digital technologies and then simplifying processes through techniques such as lean, automation, and robotics.
POLARIS’ unique approach to end-to-end digital travel already offers significant value in many industries.

UNDERSTANDING THE CONTEXT, CHALLENGES AND VALUE

The transformation of the journey of the company’s customer requires transforming the company itself. To achieve both, POLARIS helps organisations:

Understand the customer's perspective.

Customer journeys must be defined from the customer’s point of view. To satisfy the needs of the customer, as opposed to the needs of the organisation, an organisation must understand the customer’s perspective.

Put the customer at the centre of business transformation.

Business operations should be focused on the customer. The organisations need to move from a process, technology or channel focus to a customer focus.

Collaborate across the organisation.

Traditional silos limit both the sharing and collaboration of information. Organisations need to allow employees to work across the organisation’s structures and functions.

Embrace holistic change from top to bottom.

Mapping customer journeys and their experiences are just the tip of the iceberg. Businesses need to transform radically and comprehensively.

Enable impact.

The production of impressive results is critical. The organisations need to focus delivery teams on getting results rather than goals.

Embrace holistic change from top to bottom.

Mapping customer journeys and their experiences are just the tip of the iceberg. Businesses need to transform radically and comprehensively.

Enable impact.

The production of impressive results is critical. The organisations need to focus delivery teams on getting results rather than goals.

This approach improves customer satisfaction and loyalty, improves efficiency and increases revenue. This enables the organisation to adopt more efficient ways of working.

A GLOBAL APPROACH

POLARIS’ approach is centred mainly on the customer so as to transform the end-to-end digital journey based on ethnographic research collected in the field. This deep customer knowledge helps to improve costs, revenues, customer satisfaction and operational metrics.

In the transformation of an end-to-end digital journey, POLARIS uses an industrial, modular and iterative approach that is made up of five phases:

Baseline and plan

In the initial phase, POLARIS helps to define the objectives of the business, to define the capacity for transformation, to formulate hypotheses, to conduct ethnographic research and also profit from data analytics to map weak points and identify any key areas of opportunity.

Ideation and imagination.

This phase will look at iterative prototyping with customers, to predicting the impact on value, and then the clarification of these priorities based on their contribution to corporate value.

Build and perfect a minimum valid product (MVP).

In this phase, POLARIS helps to conduct rapid iterative simulation tests, prioritise the user stories and to develop an MVP version of the end-to-end digital customer journey through sprints and pilot implementations.

Industrialise.

In this phase, POLARIS defines the architecture of the target solution, the target operating model, the training plan, the implementation plan and also the roadmap for future versions.

Enable and construct sustainable digital capabilities.

This ongoing phase requires IT assessment and gap analysis, meeting infrastructure needs, and building and the launching of the entire platform.

During each one of the 5 phases, POLARIS conducts engaging sessions with the key stakeholders. These collaborative workshops will focus on specific steps to transform the end-to-end digital journey. The POLARIS proven approach delivers innovative and powerful customer experiences, and these are combined with lean, efficient and effective processes to meet the customer’s desires.

The POLARIS teams give examples of the best practices and innovative technologies to set high ambitions, to improve processes, to drive productivity gains and to improve the customer experience.

UNIQUE DIGITAL FEATURES

POLARIS offers unique and integrated capabilities to help meet the challenges of the end-to-end digital travel transformation and delivering the end results. These not only come from POLARIS’ principal consulting activities, but also from the complementary POLARIS services and a network of partner organisations we work with to provide:

built-in features to deliver tangible benefits and a lasting impact

advanced insights and analytics to improve the customer experience and intensify the focus on transformation

licensing centres and tools to build persistent capabilities

Partnership with accelerators and leading institutions

The POLARIS ecosystem offers the full range of diverse skills that are necessary to successfully transform end-to-end digital travel.