employee experience

Customer Journey Mapping for Customer Experience Management in a legacy learning organization

Customer Journey Mapping for Customer Experience Management in a legacy learning organization

Case

A legacy organization that is providing learning solutions in digital and print across the major economies for varied customer segments including professional, fresh graduates, students and so forth.

The organization had a dedicated print solutions catering to wide range of customer segments since decades. With advent in times, it also started providing digital learning solutions.

Key strength of the organization had been dedicated teams, products, solutions and a continuous research work to add value to its customers through digital and print learning solutions.

Challenges

Increased competition and digitization needed newer customer experience strategies to engage with customers for greater agility and thus intimacy, specifically for digital products. Customer retention was identified as key problem area for this product line.