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Case Study: Global Mining Leader Revitalizes the Customer Journey

Deep Journey Mapping Improves Customer Experience & Increases Speed to Value

Global Mining Leader Revitalizes the Customer Journey Case Study

The Company

Our client has been a global leader in mining and metals for more than 150 years. They lead the industry in smelting technology and hydropower, and they operate in 36 countries producing the materials that are essential to human progress.

The Challenge

Our client embarked on a transformation journey to deliver a dynamic customer-centric experience and create advantages & exceptional solutions for their customers through innovation & partnership. They had very specific future-state goals for a digital design that increased customer satisfaction, but they did not have a clear understanding of their customers’ challenges, and faced the following internal challenges:

  • Leadership team did not see eye-to-eye on the goals of the transformation program.
  • Existing customer-facing applications operated independently from each other.
  • Customer journey in mining sector is highly complex and unique for each organization.
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