For journeys without detours.

You’ve mapped your customer journey. But the blind spots persist. Conversions are stagnating and the experience varies from one channel to the next. The insights are piling up, but it’s hard to translate them into actions.

What’s missing? A complete view, based on reliable data that cover the entire journey, from digital through to in-store. Without an omnichannel approach, frictions persist. And your customers quit mid-journey. 

Trusted by leading brands

Barely 51% of CX programs actually measure customer journeys.

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From first customer contact to conversion.

We correct the friction that’s impeding your customer journey.

Co-creation workshop

Align your teams around a common vision for the customer journey. We bring together marketing, sales, CX, product, and data to structure the stages, challenge perceptions, and define the analytical perspectives. 

1

Customer journey mapping

Get a clear view of the customer journey, from acquisition through to loyalty. We analyze the data to understand behaviours, points of entry, abandonment, and levers for conversion. Next, we identify friction and opportunities for optimization.

2

Optimization road map

Prioritize what needs to be changed. We transform insights into real-world actions: UX, communications, personalization, data collection, and loyalty. We ensure a consistent customer experience across every touchpoint. 

3

We master the tools that matter

Why us?

We build journeys that serve both your customers and your growth.

By cross-referencing data and behaviours, we identify what is actually restricting your performance, both online and in-store. Our approach is naturally omnichannel. We understand CX as well as we do media, UX, and loyalty. Our optimizations align with your ecosystem and business objectives. 

Our clients’ results say it all.

À LA CARTE express
+390%
organic traffic growth
Optimizing SEO to drive fast and sustainable organic growth

In a highly competitive local market, À la Carte Express needed to attract new customers without relying solely on paid channels.

We focused on a pragmatic approach improving what matters most without rebuilding everything. By prioritizing targeted technical optimizations, simplifying the user journey and structuring pages strategically, we quickly increased the site’s visibility in search results.

Result organic traffic increased by 390%, average session duration doubled and traffic started growing within the first week. Proof that well executed optimizations can deliver both rapid and lasting impact.

À la carte express | Optimizing SEO to drive fast and sustainable organic growth
Quebec Maritime
11 000
partner driven visits
Rethinking the Digital Tourism Experience to Better Convert International Travelers

In a context shaped by strong seasonality and international competition, Québec maritime needed to convert traveler interest into tangible actions for its partners.

We redesigned the entire digital experience based on real traveler needs. By structuring the site around key moments in the journey, optimizing search visibility and deploying a strong media strategy, we improved how users discovered and engaged with partner offerings.

Every optimization focused on one goal make discovery easier, reduce friction and drive action.

Result over 11,000 visits were driven to partner websites, bounce rate decreased by 26% and cost per click dropped by 38%. Proof that a well aligned web strategy can directly support a region’s tourism economy.

Réseau Québec Maritime | Rethinking the Digital Tourism Experience to Better Convert International Travelers
Osheaga
12
month roadmap
Break free from paid media dependency by building owned assets

In a context where ticket sales relied heavily on paid media and third party platforms, evenko needed to regain control of its audiences and structure long term growth.

We supported the organization through a full transformation of its digital operations. By defining a clear roadmap, rethinking the role of the website and structuring data, we helped evenko shift from a campaign driven approach to a long term asset driven strategy.

At the same time, we improved user experience, optimized conversion tracking across multiple platforms and introduced personalization strategies to strengthen audience relationships.

Result a 12 month roadmap aligned teams, six personas were defined to better target both B2C and B2B audiences and a progressive transformation of marketing operations was implemented. Proof that a structured vision can sustainably transform marketing performance.

Evenko | Break free from paid media dependency by building owned assets
GROUPE DESCHENES
+100
locations with synchronized inventory
Unify the e-commerce ecosystem to simplify operations

In a B2B environment with complex orders and distributed inventory across the country, Groupe Deschênes needed to modernize its digital offering without disrupting operations.

We supported the group in structuring its entire e commerce ecosystem. By harmonizing product data, designing an experience aligned with real world needs and integrating real time availability across more than 100 locations, we enabled customers to access reliable and actionable information.

At the same time, we coordinated the launch of multiple transactional sites and supported the creation of an organization capable of sustaining this transformation.

Result over 100 locations now offer synchronized product availability, 8 transactional sites were launched and a strong foundation was built to support long term e commerce growth. Proof that a structured approach can simplify even the most complex environments.

Deschênes Group | Unify the e-commerce ecosystem to simplify operations
arctic gardens
+ 221%
paid conversion rate
Turning content into a scalable acquisition and performance engine

In a context where Arctic Gardens relied heavily on paid media for traffic, the brand needed to build its own digital assets to support long term growth.

We supported a full shift toward a structured content strategy by launching a blog and optimizing recipe pages for both SEO and conversion. By creating strong synergy between paid, owned and earned channels, we maximized performance across all touchpoints.

This approach helped attract new audiences while improving the efficiency of media investments.

Result paid conversion rates increased by 221%, organic traffic to recipe pages doubled and search driven sessions increased by 78%. Proof that a well structured content ecosystem can become a powerful growth driver.

Arctic Gardens | Turning content into a scalable acquisition and performance engine
LASIK MD
+ 33%
SEM conversion rate
Turning intent into bookings in a high friction customer journey

In a context where fear, myths and regulatory constraints slow down decision making, LASIK MD needed to convert hesitant intent into concrete action.

We managed the full funnel from acquisition to conversion by tailoring messaging to user barriers and decision stages. By combining first party data, media optimization and storytelling, we addressed the right concerns at the right time.

This approach improved performance without simply increasing spend.

Result SEM conversion rates increased by 33%, digital leads grew by 21% and pre operative bookings increased by 17%. Proof that a well executed strategy can overcome barriers and drive conversions in complex environments.

Lasik MD | Turning intent into bookings in a high friction customer journey
Nautilus Plus
- 82%
cost per in store visit
Connecting digital efforts to in store visits to drive acquisition

In a context where final conversion happens in store, Nautilus Plus needed to better measure and optimize the real impact of its digital investments.

We deployed an omnichannel strategy combining online and offline data to better understand user journeys and identify the most effective levers. By optimizing campaigns based on key moments and behaviors, we increased qualified in store visits while reducing costs.

This approach turned digital into a true driver of offline acquisition.

Result cost per in store visit decreased by 82%, in store prospects increased by 9% and annual memberships grew by 13%. Proof that a well measured strategy can effectively connect digital efforts to real business outcomes.

Nautilus Plus | Connecting digital efforts to in store visits to drive acquisition
olymel jambon
2x
more sessions
Building a B2B platform to better support sales and partners

In a context where Olymel needed to better reach its B2B audiences and support its sales teams, the company required a platform aligned with the complex realities of the foodservice market.

We supported the creation of a structured digital ecosystem based on the needs of different segments. By simplifying access to product information and developing practical tools to support decision making, we enabled users to quickly find the right products.

This approach transformed the platform into a true sales enablement tool.

Result traffic doubled within the first month after launch, four B2B segments were addressed with tailored experiences and more than 12 specialized tools were deployed to support users. Proof that a well designed platform can accelerate adoption and support commercial performance.

Olymel | Building a B2B platform to better support sales and partners
technologia
1
complete strategic repositioning
Transforming a complex offering into a clear and high performing learning experience

As Technologia’s offering became increasingly complex over time, the company faced a major challenge in clarity and customer understanding.

We led a full strategic transformation by redefining positioning, simplifying the offering and structuring a new experience centered on user needs. By combining user research, content strategy and information architecture redesign, we shifted from a fragmented catalog to a cohesive experience.

This approach aligned business vision with digital experience.

Result a complete strategic repositioning was deployed, improving clarity, enhancing user experience and better supporting business growth. Proof that a well executed transformation can become a business driver.

Technologia | Transforming a complex offering into a clear and high performing learning experience
GRANDS BALLETS
+ 20%
revenue growth
Turn a website redesign into a revenue driver

As the Grands Ballets Canadiens expanded their offering, the organization needed to modernize its website without compromising existing performance.

We led a full strategic redesign by restructuring the information architecture, optimizing SEO and improving user experience. Every decision was made to simplify discovery and streamline the purchase journey.

This approach transformed the website into a true conversion engine.

Result revenue increased by 20% without relying on campaigns, organic traffic grew by 53% and bounce rate decreased by 15%. Proof that a well executed redesign can directly drive revenue growth.

Les Grands Ballets | Turn a website redesign into a revenue driver
stm
+ 24%
increase in trip planner usage
Re-centering the digital experience around user needs

In a context where the STM website needed to support critical user tasks, the challenge was to simplify access to information and prioritize essential actions.

We redesigned the experience based on in-depth user research to identify key use cases and eliminate friction. By structuring the site around core tasks and optimizing interfaces, we made essential tools more accessible.

This approach transformed the website into a true service platform.

Result trip planner usage increased by 24%, bounce rate decreased by 25% and mobile visits grew by 4.7x. Proof that a user-centered experience can significantly improve engagement and performance.

STM | Re-centering the digital experience around user needs

Finding answers is in our DNA.

What is a customer journey?

It’s all of the interactions between a customer and your brand, before, during, and after a purchase.

Why map the customer journey?

To understand how customers actually interact with the business, identify friction, and improve the stages that influence conversion and satisfaction.

How do you analyze a customer journey?

By combining analytics data, user research, customer service interactions, and marketing communications analysis to identify key moments and opportunities for optimization. 

What are the key moments of a customer journey?

Discovery, consideration, conversion, usage, and loyalty. Every stage has its own levers for optimization.

What’s the difference between customer journey and funnel marketing?

Funnel marketing covers the stages leading to a purchase. Customer journey, however, includes the entire relationship: before, during, and after. It therefore considers the entire experience, including post-purchase and loyalty.

Find and leverage what really matters.

Get our insights and recommendations to stay ahead in the marketing landscape.