Elevating Digital Maturity & CX for Tech4S

The Challenge

Overcoming CX Inefficiencies

In the competitive world of online gaming, delivering seamless, data-driven customer experiences is critical for success. Tech4S partnered with Jurnii Studio to refine its customer experience (CX) strategy, enhance digital maturity, and optimise key customer journeys.

Here’s how we helped transform their CX framework and drive impactful improvements.

Tech4S faced several key challenges that hindered their CX effectiveness:

• Fragmented data collection leading to inconsistencies in customer journey tracking.
• Lack of clear metrics to evaluate and prioritise improvements.
• Customer pain points in areas like "Getting Help" and "Signing In" that impacted user satisfaction.
• No structured testing framework to validate UX enhancements.

To address these issues, Tech4S required a scalable, insight-driven approach to CX optimisation.

The Solution

Jurnii’s AI-Driven CX Framework

Jurnii Studio implemented a multi-phase CX transformation strategy, combining data analysis, heuristic evaluation, and customer insights.

1. CX Maturity Assessment

We conducted a comprehensive digital maturity audit, helping Tech4S progress from a basic to an emerging digital maturity level by embedding best practices into their processes.

2. Data-Driven Measurement Framework

To establish a robust measurement system, we:

✅ Identified key customer journeys

✅ Developed standardised performance metrics

✅ Designed a centralised data visualisation tool

This framework provided:

• Accessibility: Seamless integration with existing data sources.
• Clarity: Visual dashboards for trend analysis and decision-making.
• Actionability: Prioritisation of improvements aligned with business OKRs.

3. Heuristic Competitor Benchmarking

Using 150+ industry benchmarks, we assessed Tech4S’ performance against competitors, uncovering:

🔹 Strengths: High-performing areas like “Finding Games.”

🔹 Weaknesses: Below-average scores in "Getting Help" (74%) and "Signing In" (63%).

From this, we identified 41 actionable improvements, including:

• Introducing 24/7 live chat support
• Enhancing sign-in functionality for smoother access
• Fixing multiple UI/UX bugs across the customer journey

4. Voice of Customer (VoC) Insights

Customer feedback played a crucial role in prioritizing changes. Key insights included:

📌 Slow withdrawal processes reducing user trust.

📌 Inadequate bonus offerings impacting customer retention.

By aligning improvements with customer expectations, Tech4S optimized their most critical CX pain points.

5. Prioritisation Framework for Maximum Impact

The Results

CX Optimisation in Action

Tech4S saw significant improvements following our engagement:

✅ Enhanced Customer Journeys: Fixes in “Getting Help” and “Signing In” resulted in a smoother UX.

✅ Actionable Data Insights: A centralized CX framework reduced analysis time and improved decision-making.

✅ Customer-Centric Growth: The new prioritization model helped align CX initiatives with both business and user needs.

Client Feedback

Real-World Impact

Tech4S rated their experience with Jurnii Studio a perfect 10/10, highlighting:

🟢 Very satisfied with deliverables, timelines, and project freelancers.

🟢 High-value insights on strengths and areas for improvement.

🟢 Fast turnaround time for in-depth CX analysis.

💬 Client Quote:

"Jurnii provided valuable insights into our strengths and, more importantly, highlighted areas for improvement in our client-facing applications. Their detailed analysis and clear breakdown gave us a comprehensive understanding of how to address our weak points and move forward effectively, all within a remarkably short time-frame."