It’s critical to understand customer experiences throughout the full cycle of interactions. Customer Journey Mapping can be the best method to identify key customer touchpoints, provide a complete picture of the customer experience, and form the foundation for your company’s customer strategy.
Walker collaborates with clients to carefully map all the complex interactions that commonly include more people, more layers, and more steps, particularly in a business-to-business environment. And Walker’s approach goes deeper into the interaction stages to include not only the customer view, but also the internal views that affect the customer.
Walker’s approach to customer journey mapping: