Case Study: a global tech leader unifies its customer journey with Concentrix Catalyst

Global Tech Leader unifies customer journeys with Concentrix Catalyst, gaining 8-team adoption

A global tech leader in the file sync and share industry partnered with Concentrix Catalyst to overcome internal silos and a lack of a unified customer view. The challenge emerged as the company prepared to expand into a higher market tier with new products; it lacked a common language and understanding of the post-purchase customer lifecycle, which hindered customer engagement across its sales, operations, and technology teams.

Concentrix applied its 3-Step Journey Optimization Framework, which involved an insight audit, co-development workshops with stakeholders, and executive validation. This solution created aligned personas and journey maps, establishing a common framework for the organization. As a result, the new frameworks were adopted by eight teams, fostering improved cross-functional alignment and customer-centricity, with two current-state personas and two journey maps developed.