Mapping Customer Experiences
Using journey mapping and related methods to discover more about your customers
Journey mapping is an interactive approach to discover what customers truly want – the critical moments of truth – that drive business success. Using multiple points of views (customers, employees, partners), it uncovers perspectives of customer experiences throughout the full cycle of interactions with your company. Effectively implemented, customer journey mapping is one of several discovery techniques used to form the foundation of a company’s customer experience strategy.
WHAT YOU WILL LEARN
- How it works – the key steps in the customer journey mapping process to understand views of customers, partners, and internal stakeholders.
- How it fits – how journey mapping fits with other techniques in an overall customer experience strategy.
- How it pays off – the most effective ways to ensure journey mapping is put to use to drive action, change, and results in your organization.
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