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  • Customer Journey Design

Customer experience design principles help to drive innovation

Customer journey design is critical to providing a good customer experience (CX). It does however need to be driven by a clear and concise CX guiding principles framework and design protocols – these detail the actions and behaviours demonstrated by your organization across all voice, physical and digital interactions.  Our CX Design Services help you to translate your business strategy into tangible interactions, based on a design focused approach, from guiding principles through journey mapping and process re-engineering, to deliver improvement and innovation.

Creating innovative, compelling and consistent customer experiences

This starts with adopting a customer journey management approach that’s driven by strong aligned design principles. We often talk about developing a ‘north or guiding star’ when it comes to encapsulating an organization’s CX ethos. However, it’s equally important to be able to translate this with a simple journey guide to attain it, in the form of a clear set of guiding principles and design protocols , across all aspects of the customer lifecycle and types of interactions. We help you quickly adopt a design-led approach to CX with clear guiding principles and design protocols to ensure consistent creation and delivery.

Activities include:

  • a concise set of CX guiding principles and design protocols linked to your business vision and brand attributes
  • customer journey management framework and approach

Why choose Kentino?

Proven accelerated methodologies

We have the expertise to help our clients articulate their strategic CX ambitions and to support them in delivering connected experiences, underpinned by the technology they need.

Delivery expertise

Over 1,000 dedicated CX experts around the world and over 8,000 people delivering bespoke outsourcing solutions.


We have 23 years as published experts and market citizens with 34 years of thought leadership transformation and innovation.

Deep customer understanding

The solutions we’ve deployed enable over 7 billion customer engagements each year and 10 years delivering contact center solutions as-a-service (CCaaS).

We are here to help!