About Client
The client is a global event management company headquartered in Chicago, with operations across the Americas, Europe, and the Middle East. The organization manages large-scale corporate and public events, working with a diverse customer base across multiple geographies and venues. Customer experience plays a critical role in repeat business and long-term revenue growth, making accurate journey insights a strategic priority.
Background
The client wanted to increase customer retention by better understanding how customers interacted with their services across multiple touchpoints. Leadership recognized that improving services based on customer journey mapping could significantly reduce the cost of new customer acquisition while also improving both top-line and bottom-line performance.
Although the organization collected large volumes of customer data—from sales interactions to post-event feedback—these insights were not being analyzed holistically. The lack of an integrated customer journey tableau framework made it difficult to identify friction points, service gaps, and experience drivers across regions and events.
