into stories that shape better services and stronger businesses.
E2E Journey Mapping
This project focused on analysing the highest volume enquiries across telephony and email channels, with the goal of reducing customer service demand by 80%.
This is the second part of ideation and solutionise within a research project. This continuous improvement initiative demonstrates how I translated research findings into implemented solutions.
With customer service migrating to a new platform, I used this transition as an opportunity to reposition our strategy and strengthen our commitment to delivering better customer experiences.
