Communications mapping is an invaluable tool for improving the understanding and effectiveness of Customer Communications. Our solution provides immediate visibility of how Communications support customer engagement activity at each touch point, highlighting problem areas, and providing insight for informed decision making.
COA Communications mapping has been developed in response to our customers needs, and it us used to drive improvements in Customer Centric communications management. It improves the capability for planning and managing communications, and makes the business more agile and responsive to change.
Communications mapping shows how communications are used at diferent touch points with teh customer, and different channels, throughout the Customer lifecycle. It establishes a platform for understanding and managing how communications are used in the business and enables understanding, business alignment and control, to drive improvements in customer planning and engagement activity. It acts as a Communications reference model providing visisbility over the communications environment, and encouragies business engagement and collaboration.
It provides a common reference model, that leverages information from different sources in a more meaningful way for the business and enables the organisation to be proactive in the planning of customer communication. It can highlight gaps in capability, and prioritise areas for improvment, and drive more informed decision making.
COA is our innovative solution for understanding, modelling, enabling and managing Customer oriented business change. It supports Customer Engagement redesign, and combines a highly visual modelling capability to create customer journey maps and customer engagement maps, with a framework for aligning the operating model components (such as process, technology etc) that underpin it.