Case Study: Optimizely achieves a customer-centric experience model with Jakala

Customer-centric experience Industry

Optimizely worked with Jakala on a customer-centric experience initiative to transform its existing Customer Experience into a more customer-focused model. The challenge was to better control customer interactions across all channels and touchpoints, improve customer acquisition, and increase sales through stronger customer value development, using Jakala’s business advisory and experience design services.

Jakala delivered stakeholder interviews, gap analysis and benchmarking, and designed a new Customer Experience model with a strategic and tactical roadmap. The project produced a clear overview of the current experience, detailed process and touchpoint mapping, a redesigned CX model, and a prioritized short- and medium-long-term action plan, while also supporting internal communication to spread customer culture across the organization.

Optimizely