Optimizing the online customer journey of Sentio

In the framework of completing the Bachelor of Industrial Engineering & Management, a study is performed at Wavin into optimizing the online customer journey of Sentio. The study focuses on analysing current customer journeys and optimising them with the help of online solutions to make customer interactions more effective and efficient. First, the current customer journey of Sentio is described. After this, the alternatives to visualize the experience of the customer in a customer journey map are researched. Next the, the customers' experience in a customer journey map are visualised. After this online solutions to improve the customer journey and to make the interactions with the customers more effective and efficient are formulated.