Get Started with Defining Your Customer Journey / Experience

Arkturus Customer Journey and Experience Starter Pack

For anyone who wants to understand the customer journey and experience with their brand. How customers move online and in-store; from first contact, to prospect, to being a customer. And the typical engagement experience beyond the first sale.  It supports ‘design thinking’ and goes deep into your systems and processes, to deliver those hidden gems that turn a pipeline into a profit line. 

Now you can underpin your qualitative customer journey research with real data and fact-based insights.  While SaaS companies and retailers obviously love this one, it is a must for researchers, marketers and sales teams from any environment. Not to forget the external advertising, digital and marketing agencies they work with.

Roles typically interested in the
Customer Journey Starter Pack

Marketing teams, research agencies, sales and business development leaders, product managers, customer experience (CX) managers, digital, advertising and marketing agency data specialists.

What you get with your Starter Pack

Starter Packs are priced to be affordable taking into account a range of variable factors including process complexity.  The one-off fee includes over 100 hours of data scientist, data engineer and consultant time.  Contact us today for a quote.

◾ Mining of one customer segment through one simple engagement experience with a product, solution or service. Includes data loading and processing.

◾ Full set of dashboards and process visualisations detailing how the customer journey is actually operating, so you can truly understand the customer journey before improving it.

◾ Full, interactive, process analysis tool to assist with identifying issues and improvement opportunities, and measurement of applied improvement initiatives.

◾ Presentation of an “Insights Pack” to your key stakeholders at a workshop run by the project consultant, including identification of key improvement initiatives you can apply.

◾ 90 day subscription to the Arkturus process mining platform (post dashboard delivery) to enable the measurement of applied improvement initiative.

◾ Training for the Arkturus process mining platform and methodology.

◾ Arkturus project consultant (who will be your key point of contact).

◾ Arkturus data scientist assigned to your project.

The Arkturus 7-Step Approach

Typically delivered within 30 days (dependent on availability and responsiveness of your team).

Step One: Plan

Project-start meeting with your key stakeholders, Arkturus project lead and data scientist.  Out of that meeting a written project charter will be signed off by all parties to agree scope, objectives, resources and timing.

Step Two: Discover

Discovery sessions with your subject matter experts and relevant technical people to capture an overview of the process and identify available data sources.

Step Three: Define

Your Arkturus data scientist defines the data requirements – this is validated by your key stakeholders and the data is extracted.

Step Four: Visualise

The data extracts are processed by the Arkturus Process Mining platform and the Arkturus Data Scientist produces initial process visualisations.

Step Five: Validate

The initial process visuals are validated with your subject matter experts / stakeholders. Any adjustments required are made by the Data Scientist.

An Insights workshop is booked five working days from this point.

Step Six: Knowledge Transfer and Insight

We work with your team to understand and flesh out the key insights that align with the project objective. Training is provided on the Process Mining platform and methodology, customised to accommodate your way of working. The Starter Project dashboards, interactive models and insights are presented at the Insight Workshop with your key stakeholders. An improvement initiative for implementation and tracking is identified at this meeting.

Step Seven: Action

The Arkturus platform is used during the 90 day period to assist with analysis and measurement while the initiative is implemented.

What happens after the Starter Pack?

The next steps are identified during the 90 day subscription period.  These can include:

Continue: continue to use Arkturus for ongoing improvement initiatives for the process.

Expand: increase the scope for Arkturus to provide more resource to assist with other project deliverables (depending on internal resource capacity).

Duplicate: run another Starter Pack project for a difference process – we don’t put a limit on how many ‘Starter Packs’ you can run.

 NB: Additional resource cost and/or subscription costs to be advised.