Case Study
A global travel company wanted to regrow their business post the pandemic and ensure their customer journeys and experience were fit for the digital age. As part of a full customer strategy reset, we were asked to provide additional customer strategy and customer experience expertise to work with the team on its review and design of customer journeys.
Working directly with the team, Alyson advised them on the development of the journey frameworks, requirements and proposals, and provided support and challenge to the team as the proposals were developed.
In particular, Alyson’s input focused on:
With Alyson’s support the team developed a strong set of customer journeys, which:
I had the privilege of working with Alyson over a five-month period on a client engagement in 2022 where Alyson took the role of Customer Strategy and Customer Experience SME. Our programme of work centred on the identification of current customer pain points and the design of future customer journeys for a global cruise and holiday company.
Alyson worked brilliantly with our team, challenging constructively to make sure customer and commercial needs were at the heart of what was designed. She worked collaboratively and felt very much like part of the team. Alyson is a consummate professional with a keen eye for both commercial opportunities and winning customer experiences across industries.
I can’t wait for the next opportunity to work with Alyson to deliver great outcomes for a client, and I strongly recommend her.
Director
Consultancy