White Papers

Journey and Education

Jul 22, 2015

This ICF International case study illustrates how, through consumer research and journey mapping, a healthcare client learned that its members did not feel understood or respected. Successful transformation requires engaged employees, so ICF assisted in implementing an action plan to develop a customer experience exhibit that included photographs, quotes, and experiential information for each customer segment. The exhibit traveled as part of a roadshow to dozens of client locations as a way to educate staff on the importance of recognizing customers as individuals with real needs, feelings, and concerns.

Learn more about how ICF can help your organization. Download your copy of this case study today.