The CX Leader Podcast: The Influence of Technology on CX

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B-to-B Customer Journey Mapping

Delivering Optimal Customer Experiences

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Journey mapping is a tool companies use to discover what their customers truly want – the real moments of truth and the ways in which customers go about achieving their needs. It’s critical to understand customers’ experiences throughout the full cycle of interactions with your company. Effectively implemented, customer journey mapping provides the intelligence necessary to form the foundation of a company’s customer experience strategy.

You will learn:

  • How it works: We'll discuss the key steps in the customer journey mapping process to understand views of customers, partners, and internal stakeholders.
  • Business impact:  The webcast will highlight the most effective methods to ensure journey mapping is put to use to drive action, change, and results in your organization.
  • B-to-B applications: While journey mapping is most often identified with consumers, we'll focus on how it is an excellent way to address the unique challenges and complexities of B-to-B organizations.

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