Your Customers Move Between Channels. Your Experience Should Move With Them.
Design customer experiences that feel intentionally coordinated across every touchpoint. Transform fragmented interactions into cohesive journeys that build trust and understanding.
Back to HomeWhat This Service Delivers
Omnichannel Experience Planning helps you create coordinated customer journeys across digital and physical touchpoints. You'll gain comprehensive journey maps that reveal how customers actually move between channels, clear frameworks for channel role definition, and practical guidelines that ensure consistent experiences regardless of where interactions happen.
Experience Blueprints
Comprehensive maps showing how customers move across touchpoints and what each interaction should accomplish.
Channel Guidelines
Clear direction for what role each channel plays and how to maintain consistency across different interaction types.
Measurement Frameworks
Strategic approach for measuring experience quality across channels and identifying improvement opportunities.
The Challenge of Disconnected Experiences
Your customers interact with your organization across multiple channels: website, mobile app, email, social media, physical locations, customer service. Each channel may work well individually, but the transitions between them often feel disjointed. Information doesn't carry over, tone shifts unexpectedly, and the overall experience lacks coherence.
What Creates This Disconnection
Channels developed independently
Different teams often own different channels, leading to experiences designed in isolation rather than as part of a cohesive system. The result is inconsistency that customers notice and find frustrating.
Unclear channel roles and purposes
Without strategic clarity about what each channel should accomplish, channels end up duplicating functionality or creating gaps where important needs go unaddressed.
Broken handoffs between touchpoints
When customers move from one channel to another, information often doesn't follow. They find themselves repeating details, re-explaining needs, or encountering conflicting information.
Channel-specific metrics missing the bigger picture
Measuring each channel's performance individually can obscure problems with the overall experience. A smooth website visit becomes irrelevant if the subsequent email interaction feels disconnected.
These disconnections aren't just operational inefficiencies. They represent trust erosion with every disjointed interaction, missed opportunities to serve customers effectively, and brand perception damage when experiences feel accidental rather than intentional. Your customers deserve experiences that feel thoughtfully coordinated across every touchpoint.
Our Approach to Experience Coordination
Rather than treating omnichannel as a technology challenge or focusing only on channel parity, we help you develop strategic frameworks that define how channels work together. Our approach addresses both the customer perspective on journeys and the organizational coordination required to deliver cohesive experiences.
Customer Journey Focus
- → Journey mapping based on actual customer behavior patterns
- → Identification of critical touchpoints and transition moments
- → Pain point analysis across the complete experience
- → Opportunity identification for experience improvement
Channel Strategy Development
- → Clear definition of each channel's role and purpose
- → Handoff optimization between touchpoints
- → Consistency frameworks for tone, messaging, and functionality
- → Cross-channel measurement and success criteria
This service focuses on strategic experience design rather than implementation. We provide the blueprints, guidelines, and frameworks that enable your teams to deliver coordinated experiences. The result is clarity about how channels should work together and practical direction for improving the overall customer journey.
Working Together
Our engagement typically unfolds over several weeks, combining research into customer behavior with collaborative strategy development to create comprehensive experience frameworks.
Research & Discovery
We begin by understanding how customers actually interact with your organization across channels. This includes reviewing existing customer data, conducting stakeholder interviews, and analyzing current touchpoint performance. The goal is to map reality rather than assumptions.
Timeline: 2 weeks
Journey Mapping
We develop comprehensive journey maps that show how customers move between channels, where pain points exist, and what moments matter most. This phase produces visual documentation that reveals the current experience and opportunities for improvement.
Timeline: 2-3 weeks
Experience Blueprint Development
We work collaboratively to design the desired future state: defining channel roles, optimizing handoffs, establishing consistency frameworks, and creating guidelines for coordinated experiences. You receive comprehensive documentation that guides implementation.
Timeline: 2-3 weeks
Implementation Planning
We conclude with prioritization of improvements, measurement framework development, and team enablement. Your organization receives clear direction for implementing the experience strategy and tracking progress over time.
Timeline: 1 week
Throughout This Journey
You'll participate in collaborative workshops, review sessions, and strategy development activities. We bring expertise in experience design and omnichannel coordination, while you contribute deep knowledge of your customers, channels, and organizational context. Together, we develop frameworks that create meaningful improvements.
Investment Details
For complete omnichannel experience strategy and implementation framework
What's Included
Practical Value
This investment addresses the costs of disconnected experiences including customer frustration leading to abandonment, operational inefficiencies from poor handoffs, and brand perception damage from inconsistent interactions. Coordinated experiences increase satisfaction, improve conversion, and strengthen customer relationships.
Emotional Benefits
Beyond operational improvements, omnichannel coordination brings confidence that your brand feels intentional across touchpoints, team alignment around shared experience vision, and customer trust built through consistent, thoughtful interactions at every stage of their journey.
How We Measure Progress
Experience coordination success involves both strategic clarity and practical improvements that customers notice. We help you establish measurements that track both framework implementation and customer experience outcomes.
Strategic Clarity
Clear journey maps, channel role definitions, and implementation roadmap your teams can follow
Experience Improvements
Smoother handoffs, better channel consistency, and measurable reduction in customer friction points
Business Outcomes
Increased customer satisfaction, improved conversion rates, and stronger brand perception
Realistic Expectations
Omnichannel experience transformation happens through coordinated effort across teams and touchpoints. The strategic frameworks we develop provide clear direction, but implementation requires ongoing commitment from multiple stakeholders. Experience improvements typically roll out in phases as different channels adopt the guidelines.
Timeline to full coordination varies based on channel complexity, organizational structure, and resource availability. We help you prioritize improvements that deliver meaningful customer value early while building toward comprehensive experience coordination.
Our Commitment to You
We're confident in our ability to help you develop clear, actionable omnichannel experience strategies. Our commitment is to deliver frameworks that enable coordinated customer journeys across all your touchpoints.
Quality Assurance
If our experience blueprints and channel guidelines don't provide practical direction or clear value, we'll work with you to refine the frameworks until they work for your organization.
Ongoing Support
Following the primary engagement, we remain available for questions as your teams implement the experience strategy and encounter new coordination challenges.
Start with a Consultation
We begin every engagement with an exploratory conversation to understand your current customer experience challenges across channels. This initial discussion helps both of us determine whether our approach aligns with your needs. There's no obligation to proceed beyond this conversation.
Moving Forward Together
Starting an omnichannel experience project is straightforward. Here's what happens next.
Reach Out
Use the contact form to share information about your customer experience challenges across channels.
Initial Call
We'll schedule a conversation to understand your situation and explain our journey mapping approach.
Proposal
If we're a good fit, we'll provide a detailed proposal outlining our experience strategy development process.
Begin Work
We start with research and begin mapping your customer journeys and developing coordination frameworks.
Most organizations move from initial contact to project start within 2-3 weeks. This timeline allows for thoughtful conversation about your experience challenges, proposal review, and any internal approvals needed. We're happy to work at the pace that makes sense for your organization.
Ready to Create Coordinated Customer Experiences?
Let's discuss how strategic omnichannel planning can transform disconnected touchpoints into cohesive journeys that build customer trust and deliver meaningful value at every interaction.
Start the ConversationNo obligation consultation • Clear communication • Practical guidance
Explore Our Other Services
Omnichannel experience planning is one component of building connected marketing ecosystems. Consider these complementary services.
Marketing Systems Integration
Strategic planning for marketing technology integration that enables data flow and process automation across platforms.
Customer Data Strategy
Framework development for ethical, effective customer data collection, management, and activation.