Customer Intelligence

Customer Journey Mapping

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:

  • Creates the optimal listening program
  • Affirms action plans and reveals obstacles
  • Gets the right people engaged
A good Journey Map is a powerful tool to support tactical and strategic design decisions. Walker is skilled at guiding clients through this highly collaborative process to optimize their customer’s experiences.

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