Customer Journey Mapping – Optimizing Customer Conversions in the UKI Tech Sector

Challenge:
A tech company in the UKI market struggled with low conversion rates, with customers dropping off at various stages in the funnel. The company needed a clear understanding of customer touchpoints to optimize the journey and guide prospects from awareness to conversion.

Solution:
I led a customer journey mapping initiative to identify pain points and streamline the path to conversion. We analyzed customer data across touchpoints, from initial engagement to post-purchase. Created a detailed journey map highlighting friction points and opportunities for improvement. Developed customer personas to tailor messaging and engagement strategies for different audience segments. Facilitated cross-team workshops to ensure alignment in improving key interactions across marketing, sales, and support.

Result:
The mapping initiative resulted in a 12% increase in conversion rates, as optimized touchpoints led to smoother customer journeys. Reduced drop-offs at critical stages, particularly in the consideration phase. Improved team alignment, creating a unified approach to driving customers down the funnel.