Design an Optichannel Customer Experience Journey
Your optichannel journey strengthens resolution rates, boosts self-service adoption, and reduces high-effort experiences. Over this engagement, you’ll benchmark against peers, refine your channel strategy, evaluate technology investments, and build a clear, data-backed roadmap to improve CSAT and NPS.
How CMP Drives Impact
Channel Assessment
Evaluate live and digital channel performance to uncover friction, duplication, and missed automation opportunities
Experience Design
Redesign journeys to reduce effort and shift demand intelligently across channels
Smart Investments
Align technology decisions to customer behavior and business impact
Operating Model Alignment
Ensure QA and channel governance support an optichannel approach
Continuous Optimization
Track adoption, resolution, and satisfaction metrics to sustain long-term performance gains
Support you Over 9 Months
Structured guidance to help you focus on what matters most — and prove the impact
Assess & Diagnose
Define your current-state channel performance and customer effort drivers
Design & Prioritize
Identify high-impact improvements and build a phased optichannel roadmap
Activate & Optimize
Translate strategy into operational changes that improve resolution, efficiency, and experience.
Journey Timeline
Month 1-2
Assess & Diagnose
Submit channel performance data (CSAT, resolution, adoption, volume mix)
Deploy CMP Channel Optimizer (Live + Self-Service)
Analyst review of customer journey and channel mix
Identify structural gaps and quick wins
Access to CMP Research web portal
2 passes to CCW Conferences, including CMP Research content and expo hall navigation coaching
Ongoing inquiry support (2 analyst hours per month)
Month 3-6
Design & Prioritize
Access Prism research aligned to channel technology categories
Identify automation and self-service expansion opportunities
Use Cost Savings & Self-Service ROI Calculators to model impact
Develop a prioritized optichannel investment roadmap
Ongoing inquiry support (2 analyst hours per month)
Month 7-9
Activate & Optimize
Draft CX Channel Strategy with analyst feedback
Align QA frameworks to behaviors that drive CSAT and NPS
Refine governance model across live and digital channels
Ongoing inquiry support (2 analyst hours per month)
Connect with CMP Analysts
Connect with our analysts to uncover insights, benchmark performance, and identify the right path forward.
Engagement Deliverables
Guided Journey
9-month structured optichannel transformation roadmap
Analyst Hours
2 dedicated analyst hours per month
Channel Optimizer Access
Live and self-service diagnostic tools
Investment Modeling Tools
Cost Savings & Self-Service ROI Calculators
Web Portal
Journey-holder portal access
Event Passes
Two passes to CCW Conferences
Turn Insights into Action
Self-Service ROI Calculator™
Quantify how current self-service performance impacts the customer contact function and overall business results
Set or refresh containment and resolution targets with clear, data-driven insight
Determine the percentage of contacts self-service must resolve to achieve a positive return on investment
Self-Service Deflection Cost Savings Tool™
Estimate annual savings by shifting more customer contacts from live support to self-service
Run multiple scenarios to understand how changes in deflection rates impact cost outcomes
Determine the financial benefit of increasing self-service adoption across customer interactions
Channel Optimizer (Self-Service or Live Support) ™
Examine all subsets of self-service and live channel offerings to identify customers’ top choices.
Determines the optimal bundle of live and/or self-service customer support channels.
Research That Informs Your Decisions
Webinar Replay: Generative AI for Self-Service
What is the difference between generative and conversational AI? Why does it matter? How are my peers using generative AI to improve self-service? These and more questions will be answered in this webinar replay.
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The Self-Service CX for Financial Services
Factors like customer preferences and customer tool adoption related to the customer experience can vary from industry to industry, which is why we put together this whitepaper, exclusively for the financial services sector.
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Webinar Replay: The Evolving Customer & Self-Service Expectations
Self-service experiences are in increasing demand from more self-sufficient and like-minded customers. But these can be challenging to deliver without a clear lens into when and why customers would rather self-serve.
Read More