<div class="show-more-less-html__markup show-more-less-html__markup--clamp-after-5 relative overflow-hidden"> Key Task<br/><br/>Activities<br/><br/>Deliverable<br/><br/>B2B Journey Mapping Execution and Benchmarking<br/><br/><ul><li>Document and update end-to-end B2B customer journeys across digital and offline channels (e.g., onboarding, billing, service support)</li><li>Benchmark journey stages against industry standards and best practices</li><li>Validate journey steps through real customer behavior, system logs, and stakeholder interviews</li><li>Identify key pain points, gaps, and opportunities for improvement along the customer lifecycle</li><li>Journey maps for various B2B customer segments and lifecycle stages</li><li>Comparative benchmarking visuals</li><li>Prioritized list of pain points and proposed improvement actions<br/><br/></li></ul>Support on Execution of Initiative<br/><br/><ul><li>Support the implementation of journey improvements or feature rollouts.</li><li>Coordinate follow-up on action items from CX reviews and internal discussions.</li><li>Track the effectiveness of changes implemented.</li><li>Initiative status tracker.</li><li>Summary reports (pre/post changes and impact).<br/><br/></li></ul>B2B Customer Feedback Analysis<br/><br/><ul><li>Compile and analyse feedback from surveys, NPS, CSAT, complaints, and service interactions.</li><li>Link feedback to specific online/offline journey stages.</li><li>Prioritize issues based on impact and frequency.<br/><br/></li></ul>Voice of Customer (VOC) insights report and proposed actions<br/><br/>Support Cross-Team Coordination<br/><br/><ul><li>Prepare materials and notes for internal meetings.</li><li>Ensure action ownership and timely execution.</li><li>Meeting summaries and follow-ups.</li><li>Stakeholder alignment materials (decks, journey visuals, trackers).<br/><br/></li></ul>Continuous Improvement &amp; Benchmarking<br/><br/><ul><li>Research trends and best practices in B2B experience management.</li><li>Recommend process/tool improvements for execution efficiency.</li><li>Keep CX documentation and references updated.</li><li>Mini briefs on CX benchmarks or trends.</li><li>Updated internal playbook and process documentation.<br/><br/></li></ul>Asset Management &amp; Documentation<br/><br/><ul><li>Maintain a centralized, well-organized library of journey visuals, feedback reports, and templates</li><li>Ensure accessibility and version control for all experience-related documentation</li><li>Standardize visual templates and assets to ensure consistency across all deliverables</li><li>Organized repository/folder system</li><li>Updated templates and visual standards</li><li>Accessible documentation toolkit</li></ul> </div>