Case Study: Fora achieves clearer customer journey prioritization with Custellence

How a service company within the field of pension and insurance uses the Customer Journey to Digitalize

The customer, Fora, a non-profit service company in the pension and insurance field, faced challenges in its digital transformation, needing to improve customer experience while staying relevant during large-scale changes. To obtain a deeper customer understanding and visualize customer journeys for better prioritization, Fora engaged the vendor Custellence through the service design agency Transformator Design.

Using the Custellence customer journey mapping tool, the solution involved creating detailed digitalization maps that broke down the customer experience. This provided Fora with a base for strategic decision-making, enabling them to prioritize development from a customer perspective. The results empowered Fora to use these insights across all company levels, from strategy to touchpoint development, creating a unified knowledge bank that prevents silos and focuses on the entire customer journey.

Fora

Christina Schiller

Head of Communications