What is an Opportunity?
Opportunities are areas for Customer Experience improvements that are intended to solve pain points detected during the journey mapping process or solve issues in the operating model that influence the customer experience.
After completing a journey map exercise, you will have identified areas of friction, specific pain points that will be translated into a list of opportunities and areas of improvement of the customer experience. This is a step before you start prioritizing to understand what will bring the most value to your customers and align with internal business objectives, and then move to execution.
Once you detect Opportunities in your customer journey map you will be able to move along the wheel of the Experience Management framework and a step closer in making informed decisions to improve the experience of your customers.
In Cemantica, you will be able to detect and define Opportunities from different viewpoints. You can use the dedicated Opportunity board from your home screen to create and manage your Opportunities, or simply straight from your journey maps.
The Opportunity board
On this board, you will be able to create and manage your opportunities that exist across all your journeys or as independent opportunities that are not connected to a map. Use the different views to access your data:
Reading Pane View: Navigate easily from a record to a record
List View: Filter, Order your record
Chart View: Assess the Business Value VS Customer Value matrix and filter through the type of Opportunities based on "Status" and to which "Journey Maps" they are linked to for a more precise view.
The Opportunity lane
The Opportunities lane on the map provides a quick overview of all identified opportunities, including their priority level. You can navigate through the items to visualize and modify their characteristics.
