Trustpilot.

Technology alignment for a seamless customer journey.

Trustpilot is a review platform that allows consumers to share their experiences to help others make better choices. Trustpilot sought growth from the enterprise market and wanted to expand their footprint in the US, after cornering the SME market.

Crucial to this growth was understanding the ideal customer journey and how technology can provide seamless experiences for enterprise customers. A full customer journey map was created documenting audience needs through to data field requirements.

Customer Journey Mapping

Process design for seamless outcomes

This process highlighted technology and data gaps within the current customer journey. The documented blueprint focused on customer experience process design, data models and technology recommendations for a seamless customer journey at scale.

Case studies