let's work together
514-589-4563
4388, rue Saint-Denis, Suite 300,
Montréal, QC, H2J 2L1

    For journeys without detours.

    You’ve mapped your customer journey. But the blind spots persist. Conversions are stagnating and the experience varies from one channel to the next. The insights are piling up, but it’s hard to translate them into actions.

    What’s missing? A complete view, based on reliable data that cover the entire journey, from digital through to in-store. Without an omnichannel approach, frictions persist. And your customers quit mid-journey. 

    Trusted by leading brands

    Barely 51% of CX programs actually measure customer journeys.

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    From first customer contact to conversion.

    We correct the friction that’s impeding your customer journey.

    Co-creation workshop

    Align your teams around a common vision for the customer journey. We bring together marketing, sales, CX, product, and data to structure the stages, challenge perceptions, and define the analytical perspectives. 

    1

    Customer journey mapping

    Get a clear view of the customer journey, from acquisition through to loyalty. We analyze the data to understand behaviours, points of entry, abandonment, and levers for conversion. Next, we identify friction and opportunities for optimization.

    2

    Optimization road map

    Prioritize what needs to be changed. We transform insights into real-world actions: UX, communications, personalization, data collection, and loyalty. We ensure a consistent customer experience across every touchpoint. 

    3

    We master the tools that matter

    Why us?

    We build journeys that serve both your customers and your growth.

    By cross-referencing data and behaviours, we identify what is actually restricting your performance, both online and in-store. Our approach is naturally omnichannel. We understand CX as well as we do media, UX, and loyalty. Our optimizations align with your ecosystem and business objectives. 

    Our clients’ results say it all.

    12
    month roadmap
    Break free from paid media dependency by building owned assets
    Business Strategy +15

    In a context where ticket sales relied heavily on paid media and third party platforms, evenko needed to regain control of its audiences and structure long term growth.

    We supported the organization through a full transformation of its digital operations. By defining a clear roadmap, rethinking the role of the website and structuring data, we helped evenko shift from a campaign driven approach to a long term asset driven strategy.

    At the same time, we improved user experience, optimized conversion tracking across multiple platforms and introduced personalization strategies to strengthen audience relationships.

    Result a 12 month roadmap aligned teams, six personas were defined to better target both B2C and B2B audiences and a progressive transformation of marketing operations was implemented. Proof that a structured vision can sustainably transform marketing performance.

    +100
    locations with synchronized inventory
    Unify the e-commerce ecosystem to simplify operations
    Ecommerce Strategy +11

    In a B2B environment with complex orders and distributed inventory across the country, Groupe Deschênes needed to modernize its digital offering without disrupting operations.

    We supported the group in structuring its entire e commerce ecosystem. By harmonizing product data, designing an experience aligned with real world needs and integrating real time availability across more than 100 locations, we enabled customers to access reliable and actionable information.

    At the same time, we coordinated the launch of multiple transactional sites and supported the creation of an organization capable of sustaining this transformation.

    Result over 100 locations now offer synchronized product availability, 8 transactional sites were launched and a strong foundation was built to support long term e commerce growth. Proof that a structured approach can simplify even the most complex environments.

    + 24%
    increase in trip planner usage
    Re-centering the digital experience around user needs
    Customer Experience (CX) +7

    In a context where the STM website needed to support critical user tasks, the challenge was to simplify access to information and prioritize essential actions.

    We redesigned the experience based on in-depth user research to identify key use cases and eliminate friction. By structuring the site around core tasks and optimizing interfaces, we made essential tools more accessible.

    This approach transformed the website into a true service platform.

    Result trip planner usage increased by 24%, bounce rate decreased by 25% and mobile visits grew by 4.7x. Proof that a user-centered experience can significantly improve engagement and performance.

    Finding answers is in our DNA.

    What is a customer journey?

    It’s all of the interactions between a customer and your brand, before, during, and after a purchase.

    Why map the customer journey?

    To understand how customers actually interact with the business, identify friction, and improve the stages that influence conversion and satisfaction.

    How do you analyze a customer journey?

    By combining analytics data, user research, customer service interactions, and marketing communications analysis to identify key moments and opportunities for optimization. 

    What are the key moments of a customer journey?

    Discovery, consideration, conversion, usage, and loyalty. Every stage has its own levers for optimization.

    What’s the difference between customer journey and funnel marketing?

    Funnel marketing covers the stages leading to a purchase. Customer journey, however, includes the entire relationship: before, during, and after. It therefore considers the entire experience, including post-purchase and loyalty.

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    You know where you want to go.
    We know how to get you there.


    Tell us what you need and we’ll help you find the best solution.
    Contact us or 514-589-4563

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