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CX Strategy & Advisory
Connect customer needs with business priorities. Establish a practical direction for more consistent experiences.
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Advisory with Wafa Hasnaoui
Customer Journey Mapping
What does the experience look like from your customer’s point of view?
Customer journey mapping makes a selected experience visible from the customer’s perspective. It links stages, needs, interactions and friction so teams can discuss improvements using a shared picture.
Free discovery. Advisory scope and fees agreed before paid work begins.
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Touchpoints · Customer needs · Friction
Who it is for
A focused engagement
for your priorities.
Teams responsible for multi-step experiences such as enquiries, onboarding, purchasing or after-sales support.
Challenges addressed
- 01Customer handoffs are unclear or disconnected.
- 02Teams see their own touchpoints but not the whole journey.
- 03Assumptions about customer needs have not been examined.
Engagement scope
What the work includes.
The proposal confirms the selected activities, evidence access, deliverables and responsibilities. These are potential inclusions, not a fixed package.
- Definition of the customer group and journey boundaries.
- A working review of touchpoints, needs and available evidence.
- A journey map and a prioritized set of improvement opportunities.
Step by step
A transparent methodology.
- 01
Frame
Select one journey and clarify the customer’s goal.
- 02
Listen
Gather existing feedback and team observations, separating evidence from assumptions.
- 03
Map
Document stages, customer needs, touchpoints and friction together.
- 04
Act
Identify priority changes and assign proposed owners for follow-up.
Concrete deliverables
Clarity you can carry forward.
- Current-state customer journey map
- Touchpoint and handoff inventory
- Evidence and assumptions register
- Journey improvement priorities
Realistic outcomes
A shared picture of the journey and clearer discussion of where change could help. The map is a decision tool, not a claim that customer behavior has already improved.
Engagements are tailored to your business and the evidence available.
Discovery is free. Subsequent work is paid and scoped through a proposal. Implementation support, connected systems and additional research are included only if explicitly agreed. No results or timelines are guaranteed.
Useful answers
Questions about
this engagement.
Your next step
Let’s explore the right
starting point.
Request a discovery consultation through the existing enquiry form. Meeting details are arranged after your enquiry.
Wafa Hasnaoui
Customer Experience Advisor · ClickAD
Ottawa-based. Canada is the primary advisory market.
Based in Ottawa, Canada is the primary advisory market. Remote collaboration can be discussed. UAE, Qatar, Oman, Saudi Arabia and Kuwait are secondary areas for future collaboration, not claims of existing clients or offices.
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