Customer journey maps are a visual storytelling tool used to help designers empathize with users and identify actionable opportunities for providing a better user experience.
Read MoreChris Krohn
GM, Marketing Agency
30 Years of Experience
Chris has decades of marketing experience. He has served as a president and general manager, CMO, Bain & Company strategist, board director, and Professor of Marketing at University of Chicago Booth School of Business.
Previously At
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Customer Journey Consulting – Drive Conversion and Increase Retention
Increase customer engagement and loyalty with Toptal’s Customer Journey Consulting. Our experienced consultants will analyze and fine-tune every interaction and touchpoint to ensure a seamless customer experience that drives conversions.
Get a Free Consultation NowClients Served
25,000+
Total Vetted Professionals
20,000+
Toptal Total Projects Delivered
64,000+
Industries Served
300+
TRUSTED BY LEADING BRANDS
Our Services
Toptal Customer Journey Consulting Services
Enhance customer satisfaction and loyalty with Toptal’s Customer Journey Consulting services. From mapping key touchpoints to implementing customer experience strategies, we help you optimize every stage of the customer life cycle to improve retention and drive measurable business outcomes.
Customer Journey Mapping
Map key interactions and touchpoints throughout the customer journey to assess and improve satisfaction and loyalty.
CX Strategy Development
Achieve business goals with a strategy that helps you exceed customers’ expectations and earn their loyalty.
Conversion Funnel Analysis
Gain a holistic view of your funnel, pinpoint friction points, and extract key insights to drive smarter business decisions
Conversion Funnel Optimization
Improve conversion rates by closing gaps and streamlining each stage for a seamless customer journey.
Persona Development and Segmentation
Understand customer needs using detailed personas and segmentation to deliver personalized experiences.
Touchpoint Optimization
Improve net promoter scores by improving customer touchpoints and creating seamless, positive interactions.
Omnichannel Experience Design
Deliver a cohesive experience across digital and offline channels channels to meet customer expectations and boost engagement.
Journey Governance and Management
Streamline the customer journey with frameworks and tools that align teams and drive business outcomes.
Feedback Loop Implementation
Improve satisfaction with systems that act on customer feedback to refine experiences and outperform expectations.
CX Technology Integration
Upgrade the customer experience with integrated tools like marketing automation platforms and improved customer analytics.
Retention and Loyalty Program Design
Strengthen customer retention with tailored programs that foster loyalty and increase customer lifetime value.
Competitive Journey Benchmarking
Gain a competitive advantage by comparing your customer journey with those of other industry leaders to uncover new opportunities.
Looking for guidance about the perfect customer journey consulting services for your needs?
Get a Free Consultation NowPARTNERSHIP THAT WORKS
How We Deliver Customer Journey Consulting Services
Our customer journey consultants, with experience at leading companies, develop and deploy tailored solutions to meet your business needs and unique industry demands for sustainable results and long-term success.
1
Discover
A leader from our team assesses your business challenges, identifies opportunities, and recommends the most suitable engagement model.
2
Define
A Toptal leader will work with you to define your goals and service needs – from full end-to-end delivery to consulting services.
3
Develop
Once your service is defined and you have your talent or team on board, they will create your unique project timeline, process, and initial proposals, whether your goals involve enhancing the entire customer life cycle or mapping specific customer touchpoints.
4
Deploy
Toptal will get to work, tracking quality assurance, handling project management, and maintaining the delivery schedule.
Chris Krohn 
GM, Marketing Agency
GM, Marketing AgencyAs GM of Toptal’s Marketing Agency, Chris empowers clients with marketing talent, consulting, and agency services. Prior to joining Toptal, he served as CMO and General Manager at Restaurant.com, CarParts.com and Sears Holdings, where he managed a $700M multichannel P&L. Earlier in his career, Chris advised leading companies on business strategy, technology, and operations as a consultant with Accenture and Bain & Company. He holds a BA from Northwestern University, where he was also an instructor of computer science, and an MBA from the University of Chicago Booth School of Business, where he is currently an adjunct professor of marketing.
Previously At
CUSTOMIZED SOLUTIONS
Customer Journey Consulting Services That Deliver Value
Toptal delivers leading customer journey consulting services through its diverse talent network and flexible delivery models. We implement the right skills at each project phase, blending expertise from various roles for seamless execution.
- Managed Delivery by Toptal
- On-demand Talent and Teams
Managed Delivery by Toptal
End-to-end project delivery per your specific requirements.
GM, Marketing Agency
Delivery Manager
Customer Journey Consultant
Customer Experience (CX) Strategist
Loyalty and CRM Expert
Customer Journey Mapping Expert
Customer Insights Data Analyst
User Research Expert
Chris Krohn
GM, Marketing Agency
As GM of Toptal’s Marketing Agency, Chris empowers clients with marketing talent, consulting, and agency services. Prior to joining Toptal, he served as CMO and General Manager at Restaurant.com, CarParts.com and Sears Holdings, where he managed a $700M multichannel P&L. Earlier in his career, Chris advised leading companies on business strategy, technology, and operations as a consultant with Accenture and Bain & Company. He holds a BA from Northwestern University, where he was also an instructor of computer science, and an MBA from the University of Chicago Booth School of Business, where he is currently an adjunct professor of marketing.
Previously at
Experience
30+ Years
Rachael Karaffa
Delivery Manager
Rachael serves as a Delivery Manager at Toptal with a focus on leading diverse global teams in developing innovative solutions for our clients. She works across multiple disciplines, including technology, marketing, and management consulting. Rachael specializes in managing people and client relationships, process optimization, and driving teams toward optimal business outcomes.
Previously Managed Client
Experience
9+ Years
Peer Hackman
Verified Expert in Management Consulting
31+ Years
of Experience
Customer Journey Consultant
Peer is a strategy consultant and executive with experience at McKinsey, PwC, and Capgemini, as well as in C-suite roles such as COO and CSO. Specializing in growth strategies and business transformation, he excels at designing seamless customer journeys and achieving measurable outcomes, such as a 12% increase in customer lifetime value (CLV) through unified post-merger strategies. Peer has led projects across technology, media, and telecommunications (TMT), retail, and fintech, leveraging data-driven insights to improve customer satisfaction and accelerate growth.
Previously at
Asa Andersson
Verified Expert in Management Consulting
20+ Years
of Experience
Customer Experience (CX) Strategist
Asa launched her consulting practice after a 20-year global career as a CX practitioner and executive leader within customer experience design for big corporates like Publicis Sapient, IKEA, du, Pandora, and Bang & Olufsen. She led large and complex CX transformations and helped multiple brands improve their whole customer experience journey to reach their business goals. Her deep expertise in data-led CX innovation and UX strategies made her want to become independent.
Previously at
Michelle Spink, MBA
Verified Expert in Management Consulting
16+ Years
of Experience
Michelle is a visionary and curious leader with more than 16 years of experience in strategic marketing, business development, and finance. She contributes most effectively to projects that impact end customers directly and require exceptional collaboration and creativity. Michelle has a sharp eye for strategy and has worked with some of the world's top brands, including Ferrari, BMW, Coca-Cola, Red Bull, Mars, Air Miles, Visa, Mastercard, and Accenture.
Previously at
Rohan Jahagirdar
Verified Expert in Marketing
13+ Years
of Experience
Customer Journey Mapping Expert
Rohan is a customer journey expert with extensive experience optimizing user experiences across e-commerce, healthcare, and fintech industries. He achieved a 300% increase in conversion rates for an online cancer care aggregator by developing a conversational, multilingual, and self-serve onboarding flow. By aligning strategic narratives with user needs and integrating CRM systems, Rohan crafts tailored customer journeys that enhance engagement, retention, and revenue.
Previously at
Allan Kote
Verified Expert in Engineering
15+ Years
of Experience
Customer Insights Data Analyst
Allan is a seasoned data analyst with more than 15 years of experience transforming customer data into actionable insights. He has delivered advanced solutions for customer experience platforms, including developing BI reports with TIBCO Spotfire and JasperSoft ETL and building data warehouses from inQuba’s platform for multinational clients. With expertise in ETL processes using MS SQL Server, Allan has facilitated accurate metric aggregation and integrated sentiment analysis from survey data, enhancing customer understanding. His ability to identify and resolve reporting anomalies ensures data integrity and supports impactful business decisions.
Previously at
Christine Esoldo
Verified Expert in Design
19+ Years
of Experience
User Research Expert
Christine is a multidisciplinary creative UX designer with skills in illustration, copywriting, and branding who holds an MFA in product design. She has 19+ years of experience at companies like CrowdStrike, Lowe's Home Improvement, The Hershey Company, and Dell. She uses design thinking processes to discover user needs, define value and fit with proofs-of-concept and MVPs, and iteratively improve and redesign products through testing and experiments.
Previously at
On-demand Talent and Teams
20,000+ vetted professionals, ready to deploy individually or in teams.
Customer Journey Consultant
Customer Experience (CX) Strategist
Data Analyst
Customer Journey Mapping Expert
Customer Advocacy Expert
Customer Success and Retention Expert
Retention and Loyalty Specialist
User Research Expert
Costumer Journey Project Manager
Verified Expert in Management Consulting
13+ Years
of Experience
Customer Journey Consultant
Ruyi Jiang is a customer journey consultant with eight years of experience in strategy and transformation. At Deloitte, she designed customer journeys for $30–$50 million bank transformation programs and created segmentation strategies that unlocked $5.6 million in profit. Skilled in insights, segmentation, and journey optimization, Ruyi delivers data-driven solutions that enhance customer experiences and drive results.
Previously at
Verified Expert in Product Management
15+ Years
of Experience
Customer Experience (CX) Strategist
Savannah is a seasoned customer experience (CX) strategist and innovation consultant with over 15 years of experience leading innovation, strategy, and design projects and teams. Previously of Fjord and BCG, she excels in transforming products and experiences to meet modern consumer expectations. Savannah's work spans industries and levels of seniority, where she leads user research, crafts actionable business strategies, and develops innovative concepts across the entire customer journey.
Previously at
Verified Expert in Engineering
24+ Years
of Experience
Data Analyst
Stephane possesses an impressive 24+ years of international experience in data analytics and business process optimization. Throughout his career, he has excelled in various areas, including database design, business intelligence (BI), machine learning algorithms, big data, and predictive analytics. Stephane's expertise lies in developing solutions that automate processes, allowing clients to allocate their efforts toward value-added activities.
Previously at
Verified Expert in Marketing
12+ Years
of Experience
Customer Journey Mapping Expert
Nicole has an entrepreneurial spirit and a passion for working with people. She values teamwork and positivity and thrives on solving complex problems. She is a marketing expert with international experience, leading projects for SMBs and enterprises, solving their most pressing challenges, and fulfilling new market opportunities. Her strengths include B2B2C strategy, creative design thinking, project management, and content marketing solutions.
Previously at
Verified Expert in Marketing
18+ Years
of Experience
Customer Advocacy Expert
Veronica is an award-winning content marketing expert with more than 18 years of experience creating narratives for brands, subject matter experts, campaigns, and sales teams. She delivers quality work in all forms to drive demand, cultivate customer advocacy, and strengthen brand equity. With a wide range of client and agency experience, she leverages her product marketing background to capture customer insights, define value propositions, build strong brands, and develop integrated marketing programs.
Previously at
Verified Expert in Marketing
12+ Years
of Experience
Customer Success and Retention Expert
Kirat is a marketing and strategy expert with extensive experience serving diverse clients, from startups to market leaders and Fortune 500 enterprises. He uses his in-depth knowledge of market dynamics and consumer psychology to craft effective campaigns and strategies and deliver growth for B2B and B2C clients. With expertise in data analysis, creative ideation, and lead generation, Kirat is a valuable asset to any organization seeking to enhance its brand awareness and drive business growth.
Previously at
Verified Expert in Marketing
12+ Years
of Experience
Retention and Loyalty Specialist
Kate has more than 12 years of experience in product marketing, management, and marketing strategy. She has worked with some of the world's biggest brands, including American Express, Dyson, Coca-Cola, and early-stage startups. Kate has grown organic audiences by 2,000% across social media, overseen successful product launches, and increased sales by over 400% within weeks of implementing insightful marketing strategies. She is passionate about creating products and solutions that delight customers.
Previously at
Verified Expert in Design
10+ Years
of Experience
User Research Expert
Jiyoun is a creative professional with 10+ years of experience developing quality products while focusing on new feature development, product usability, and customer journeys. She is skilled in overseeing the user experience of a product from conception to launch and able to utilize a user-centered approach and design thinking skills. Jiyoun excels at conducting user research, defining challenges and constraints, proposing innovative solutions, and creating prototypes to share the project vision.
Previously at
Verified Expert in Project Management
10+ Years
of Experience
Costumer Journey Project Manager
Jaspreet Kaur Dol is a seasoned project manager with more than 10 years of experience transforming customer journeys for global brands such as Chevron and CIBC. She managed initiatives that increased paying user bases by 300% and improved user activation for a social media app with 16 million users. Skilled in Agile and Scrum methodologies, Jaspreet unites cross-functional teams and leverages CRM systems to create seamless digital experiences and measurable outcomes.
Previously at
Looking for guidance about the perfect customer journey consulting services for your needs?
UNRIVALED EXPERTISE
Our Talent Has Worked With Top Companies
Having previously worked with these leading global companies, our talent brings valuable insights and expertise to deliver world-class outcomes.
Why organizations choose us
Toptal in Action
Discover the cutting-edge benefits our clients enjoy globally from the Toptal network.
Global CPG firm aligns brands to elevate customer journey.
Challenge: A global pet care brand proudly offered a diverse array of products for pets of all kinds, but many of the featured brands had inconsistent customer experiences. This meant the company was falling behind competitors with more innovative D2C products and a stronger digital presence.
Solution: In under two weeks, Toptal was able to gather extensive research from stakeholders as well as real pet owners. Toptal experts used the data to better understand, evaluate, and redefine the company’s ideal customer journey, allowing for aligned customer experiences across a dozen of the client’s brands.
Impact: Toptal’s work led to the adoption of a five-year plan designed to enable better experiences for pets and their parents—a mission that is already underway and is slated to help the company realize up to $320 million in growth.
Toptal is my strategic partner of choice. The Toptal team brought my vision to life and achieved more in two days than we have in months.
Head of D2C
Global Pet Care Company
OUR THOUGHT LEADERSHIP
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