Hidden leaks, Visible impact
Broken customer journeys and processes
cost more than you think.
I help organisations uncover friction, inefficiencies and value loss across customer journeys and operations — to improve customer experience and growth.
Debbie Van der Mercken
Customer Journey & Business Consultant
connecting the dots that drive results
GOALS
Objectives, expectations and growth ambitions
JOURNEYS
End-to-end journeys across channels and touchpoints
OPERATIONS
Teams and processes, the reality behind the experience
RESULTS
Less friction. More impact. Better business results.
Small friction often creates
substantial negative business impact
Growth is slowing down, but what are the real reasons behind
Customers drop off somewhere along the way
Customers keep asking the same questions
Teams don’t have a shared view of the customer journey
Follow-up happens too slowly or inconsistently
Too much depends on manual work or specific people
Customers have inconsistent experiences across channels
Operational complexity keeps increasing, efficiency drops
Let’s find out where value gets lost
Together, we explore:
where customers drop off
where teams lose alignment
where processes slow things down
and where friction impacts growth
The outcome
Clear insights, practical next steps with quick wins and priorities.
Creating a stronger connection between customer journeys, teams and processes.
How I work
Discovery
Understanding your goals and challenges
Journey and process analysis
Mapping detailed journeys, processes and friction
Friction and solution mapping
Identifying bottlenecks and value loss
Cross-team alignment
Aligning stakeholders and teams on solutions
Priorities & actions
Clear priorities and practical execution
Experience accros enterprise and growing businesses
Helping organisations and businesses since 2010 from graphic design and front-end development to user (UX), customer experience (CX), service and business design.
Today, I focus on uncovering friction, improving alignment and value by connecting journeys, teams and processes.
Worked with teams across business, IT, operations, legal, compliance, marketing and data within organisations such as Belfius, BNP Paribas Fortis, KBC, ING and Proximus, as well as SMEs and leaders.