Customer Journey Map

High Level Interaction Map

Local Residential Journey

Expanded Texas Journey

Journey Mapping

Ambit Energy, Customer Experience Manager

Project Intent

• To better understand current customer experience overall and discover opportunities for improvement.

Audience

• Internal teams.

Challenge

• Currently experience not clearly documented anywhere.
• Customer experience owned by many different groups in the organization, and each layer being managed with different agendas.

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Solution | Skills Contributed

• Composed entire end-to-end experience on paper to make it obvious to stakeholders where improvement needed.