Hearing the Voice of the Customer: Coast to Coast
To build a consistent omni-channel customer experience for Alinta, we first had to understand the needs of their customer base.
Alinta has two separate operating models in the east and west coast of Australia. To gain an in-depth understanding of all Alinta's customers, their journey and their needs, we designed a customer journey map for each coast. This helped to uncover vast differences between the two models and the unique challenges each one faced.