Customer Journey Map and Capability Maturity Framework Expert
Michael Allenson is the Founder of Empact Partners, a Customer Journey and Maturity Framework advisory firm. Previously, Michael served as co-Founder and Chief Growth Officer at Xpedition, and Global Leader of CX Transformation at MaritzCX. Over his career, Michael has worked with over 50 companies on mapping customer journeys and he has built nearly 20 Customer Capability Maturity frameworks and related assessment tools.
Areas of Expertise
1.
Building Customer Journeys
Michael helps companies map their customer journeys to better understand the customers’ context, their pain points, and their unmet needs. Efforts are targeted at uncovering opportunities to accelerate healthy growth. Results can be leveraged by Marketing, Sales and Customer Success teams to more successfully attract and build valuable customer relationships in the short run. Product teams can utilize this information to understand how to make the product more valuable to customers.
2.
Building Customer Maturity Frameworks
Michael helps companies devise and deploy a customer capability maturity framework, which drives improvement in growth funnel metrics from acquisition, to expansion and retention. He helps companies build a framework, corresponding assessment tools, and deploy it to improve their GTM and cross-sell/upsell.
3.
Customer Economics, Lifetime Value, and Churn Modeling
Michael can help companies better understand the value of their customer relationships and the underlying drivers of value, including those factors that make customers more likely to churn. Insight from this work enables companies to more effectively nurture current customers to become more valuable and refine new customer targets to focus on those with the highest potential value.
4.
CX Measurement - NPS Surveys
Michael can help you implement or improve your Voice of Customer (VoC)/NPS programs. He has years of experience working with companies to design and operate their listening programs. Michael is a certified independent advisor with NPSx, a division of Bain and Company, the inventors of NPS.