Blink CX Pulse
Find the friction before you choose the fix.
Understand where the customer journey breaks down and what deserves attention first.
You can see the symptoms. You need to understand what is behind them.
A repeated complaint, a slow handoff or an inconsistent experience can have more than one cause. Blink CX Pulse examines the journey and the gaps before you commit to an operating solution.
When this is useful
- You need to understand recurring customer problems.
- Different teams have different views of the same journey.
- You want evidence before changing the operating model.
How the work takes shape
- 1
Agree on the journey and questions to investigate.
- 2
Map the experience and examine the gaps.
- 3
Establish a baseline and discuss the priorities.
Final output: diagnosis and improvement prioritiesA customer journey map, gap analysis and baseline for improvement, used to decide what to address first.
What working with Blink looks like
Blink examines the journey and available customer feedback to identify gaps before you invest in a solution.
- 1
Map the customer journey
- 2
Compare feedback with the current process
- 3
Prioritize the gaps to address
What you bring
The journey you want to examine, available feedback, current reports and access to the people who understand the service.
What you receive
- Customer journey map
- Gap analysis
- Baseline for improvement
How you use it
Use the findings to decide which experience or operating problem to address first.
Touchpoint
Requesting support
Customer need
Know who will follow up
Observed friction
Ownership is unclear
Improvement question
Where should the request be assigned?
Metric to improve
Illustrative example: response time to support requests
Implementation and ongoing operation are separate scope decisions.
Inputs for a useful diagnosis
Describe the journey or service problem you want to understand, the channels involved and the information currently available. Relevant process descriptions, aggregated feedback or existing reports can help define the review; agree access and data handling before sharing records.
Journey map, gaps and baseline
The journey map connects customer stages and touchpoints. Gap analysis identifies where the current experience needs attention. The baseline describes the starting position for the agreed review. Together, these outputs support an improvement discussion rather than an assumed software purchase.
Review and decision responsibilities
Identify the internal people who can explain the current operation and review the findings. Agree the review scope and the decisions it should inform. The organization retains responsibility for approving changes and the next engagement.
Will Pulse implement every improvement?
Pulse is a diagnostic engagement. Implementation, setup or ongoing operation should be scoped explicitly. Blink CX Build, Blink CX Desk or Blink Branch Control may be relevant to the next step depending on the findings.
Do we need a new CRM to start?
The diagnostic offer is a journey map, gap analysis and baseline. We review your existing systems and discuss any technical needs alongside the diagnosis.
Questions before we start
Is this a service or a software product?
This is a customer-experience service. Supporting tools and systems are discussed within the engagement; we do not assume you need a standalone software purchase.
How is the scope agreed?
We start with your challenge, channels, branches and current team, then discuss the relevant responsibilities and outputs.
Are there fixed prices?
A proposal depends on the scope and operating arrangement. Share your needs so we can discuss the relevant details.
Not sure where to start?
Describe the challenge. We will use it to discuss the right kind of support.