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Measuring the Value in a Customer Journey

Heather Foidart
CX Strategist

With Christian Patrik

Brands are struggling to understand experiences from a customer point-of-view, and how to invest strategically to maximize business potential.  Fragmented data and a web of point solutions make it difficult to measure marketing performance and customer behavior. Brands are forced to act reactively, wasting time, effort, and money without a holistic customer lens.

Winning firms use customer intelligence to make every interaction count.  They constantly measure their actions in order to refine their strategies to increase customer loyalty, drive business value and increase their competitive advantage.

Oracle offers world-class Journey Mapping and Value Study solutions to provide you with a customer-centric framework and methodology to drive your business evolution. Journey Mapping leverages design thinking so brands can prioritize investments that influence customer behaviors that deliver results.

This is a practical approach to overcome the lack of priorities and specifics that are required to affect change. You’ll gain the perspective of your current customer journey versus the desired experience. In the workshop, the team will imagine solutions that deliver customer and organizational value, resulting in the vision, calls to action, ownership and accountability necessary to provide quantifiable value to your business and customers.

We observe your customers’ journeys and review how your customers interact with you, evaluating touchpoints and linking valuable insights from the workshop to business justification.  Outputs are business cases that are actionable, board-ready and qualitatively and quantitatively supported.

What is Customer Journey Mapping?

The value study gathers critical data points on your current processes and associated metrics.  Then, we reference industry best practices, equivalent KPIs, and benchmarks to present analogous baseline data modeled against your current state. After validating initial findings, The Oracle Value Strategy Group presents a series of compiled recommendations, including a ROI-rooted business case and an actionable roadmap presented during an executive read-out to share the potential business impact as well as the methods to best measure that impact. 

Through our integrated approach, your business can objectively engage the enterprise in developing actionable roadmaps that connect opportunity areas to business strategies and customer expectations to real ROI benefits.

Read the brief "Measuring the Value in a Customer Journey"





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