CX Case Study:

H&T Group –
Customer Journey Mapping & CX Action Planning Workshops

Our Client’s Challenge

H&T are the UK’s largest pawnbroker, offering customers a number of financial services online and through over 250 retail outlets. They provide a hugely caring and supportive service to their customers, regularly going the extra mile for them.

H&T’s biggest challenge was the consistent delivery of CX across all channels for all customers.

H&T customer journey mapping

Our Solution

We designed and delivered a programme to map seven key customer journeys. A series of employee interviews and workshops were held to create the customer personas, “as is” and “to be” customer journeys, resulting in improved understanding, processes and behaviours.

Completed journey maps and the all-important action roadmap provided a clear path to CX success for H&T.


Find out more about our Customer Journey Mapping and CX Action Planning Workshops

Customer journey
Customer journey handt summary
Action-planning workshop roadmap

What Was The Impact?

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“The CX Company walked us through every step of the customer journey mapping process with care and attention, providing all the support and expertise we needed. We now have an extremely clear pathway to achieve CX success which everyone in the organisation understands and is keen to be part of.”

Gemma Pezet
Senior CRM Manager, H&T Group

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