A partnership to power personalized customer journeys
Elixirr, the challenger consultancy, and Usermind, a global customer journey platform, announced an exciting partnership that will combine Usermind’s agile, customer-focused technology together with a team of expert consultants from Elixirr who work at pace to develop customer-validated insights they can quickly implement for their clients.
The partnership comes during a time of rapidly evolving customer expectations, where 80% of businesses believe they deliver a superior experience, but only 8% of their customers agree. Enterprises are struggling with prioritizing where to get started and giving customers the experiences they expect amongst fragmented legacy technology, a growing number of channels, and functionally siloed departments. Together, Elixirr and Usermind have pioneered a new consulting and technology offering to overcome these challenges and accelerate the time-to-value of customer experience initiatives.
Elixirr provides an innovative, customer-centric design → rapid prototyping → testing → iteration approach that quickly informs brands which customer journeys to start with while accelerating their learning and validation cycles. Usermind offers a robust technology platform for defining customer journeys within organizations’ existing technology, channel, and organizational landscapes. Combined, the partnership offers agile, lean, startup ways of working with powerful technology to accelerate organizations in delivering increased customer value.
“The days of designing an ideal ‘to-be’ state are gone. Organizations need to define the target customer experience, then tackle the integration of legacy systems and data. An agile culture is essential to deliver the future state experience and real business improvements…with speed. All of our clients are struggling with bridging the gap between legacy tech and digital transformation and Usermind is uniquely positioned to help us drive change in these organizations. Together with Usermind, we can accelerate the process of operationalizing customer journeys,” says Eric Rich, Partner at Elixirr. “This leads to more tailored, relevant products and increased levels of service and customer profitability.”
“Our customers can’t tackle customer journey optimization on their own. They need a partner like Elixirr to help them with new ways of working, organizational change, journey design, and building a test and learn the culture,” said Michel Feaster, Co-Founder & CEO of Usermind. “Our customer engagement hub, in the hands of a premier management consultancy, has proven a game-changer for our joint customers.”