Create a customer experience roadmap for [CustomerSegment] including top accounts [TopAccounts], aligning digital services to contracted [ServiceLevels] across [Channels]. Target improved booking, track & trace, proactive exception handling, ePOD, billing transparency, and self-serve claims. Calibrate against an NPS baseline of [NPSBaseline] and regional considerations in [Region].
Output format:
Personas & Jobs-to-be-Done (table: Persona | JTBD | Pain Points | Moments of Truth).
Journey Map (table: Stage | Desired Outcome | Current Gaps | Digital Enablers).
Service Blueprint (table: Frontstage | Backstage | Systems | SLAs | KPIs).
Feature Roadmap (table: Release | Feature | KPI | Adoption Target | Measure Method).
Governance & Voice of Customer (table: Forum | Cadence | Inputs | Decision Rights).
Ensure tight integration with TMS events and billing systems to eliminate status “blind spots.”