Overview
We help you create holistic service experiences that resonate with customers across every service touchpoint.
Our service designers collaborate closely with you to design new service models and develop comprehensive service blueprints that define the people, processes, technology and operations needed to deliver a holistic service experience from the inside out.
We work meticulously to ensure that every service touchpoint is leveraged as a distinct opportunity to deliver value to your customers, reinforce your brand promise and differentiate your customer experience.
What we do
Service Audits
We evaluate your current service model and delivery across channels to identify key opportunities to improve your overall service experience and operations.
Journey Mapping
We develop detailed journey maps that outline both the current customer journey and ideal, future customer journey with your service across channels.
Co-Creation Labs
We facilitate co-creation labs, involving participatory design exercises that enable your team and customers to ideate and imagine new services together.
Service Blueprinting
We create detailed blueprints that illustrate your end-to-end service experience and define the people, processes and tech needed to deliver the service effectively.
Service Prototyping
We develop service prototypes and facilitate service roleplaying workshops to test and validate new service concepts prior to implementation.
Service Roadmapping
We help you prioritize service concepts and develop comprehensive roadmaps that outline all short-term to long-term service initiatives.
Implementation Planning
We work with you to develop detailed action plans to successfully implement new services across channels and stakeholder groups.
Service Activation
We create communications to promote new services throughout your company and help you train and onboard team members to deliver the service.
How we help
Gain an intimate understanding of current service experience across channels and touchpoints for customers and associates.
Identify critical paint points and evaluate key opportunities to improve your service experience for customers and associates.
Assess opportunities to improve internal operations, procedures and systems needed to deliver current or new services.
Develop ideas and concepts to alleviate pain points and improve your current service experience for customers and associates.
Design entirely new service models and experiences to create incremental value for your customers and drive revenue for your business.
Develop detailed action plans to implement and manage new service models.
Communicate new services throughout your organization and onboard and train team members involved in delivering the service.
Related work
CCM Hockey
Ascendis was engaged to lead CCM through a major digital transformation, including the planning, development and launch of CCM’s new DTC channel and eCommerce website. We also helped CCM gain a better understand their customers and envision their future customer experience.
Lee Valley Tools
Ascendis was engaged to help take Lee Valley’s customer experience, digital commerce platform and digital marketing programs to the next level. We delivered comprehensive customer and market insights, journey maps, experience designs and strategic roadmaps.
Microsoft
Ascendis helped Microsoft gain an intimate understanding of Surface customers and envision the ideal customer experience with Surface across channels. We delivered comprehensive customer insights reports, journey maps, experience designs and strategic roadmaps.
Client Testimonials
I worked with Ascendis on our rebranding strategy at Solotech. From research and positioning strategy, to ideation and visual creation, our journey culminated with the launch of a renewed and dynamic brand. Ascendis was "simply spectacular", to use the slogan that now accompanies Solotech around the world.
Christine Latour
VP Marketing & Communications, Solotech
We had the privilege of working with Ascendis on a strategic plan for Mondou. Their rigorous approach helped our management team identify our priorities and engage our people. Ascendis also helped us set up a joint venture and define our vertical integration strategy. Both projects were very successful.
Martin Deschênes
CEO, Groupe Legault
Ascendis helped us create a new brand strategy and develop a shared vision of our customer experience. Their team is experienced, efficient and a pleasure to work with. Today, our brand is taking shape and our company is even more of a winner as a result of our collaboration with Ascendis.
Philippe Marchesseault
VP, Marketing & Digital Strategy, Bestar
Ascendis support has enabled us to improve important issues by establishing easy and efficient processes to manage change within our team. They have a professional and dynamic team whose priority is customer satisfaction. Listening and adaptability are their great strengths and I highly recommend them.
Karine Pomerleau
General Manager, Trans-Herbe
