
Customer Journey Mapping
A visual representation how the organization is or isn’t aligned to customer needs, created in order to assess:
- Inbound interactions that are customer driven
- Outbound interactions that are company driven
- Interactive and face-to-face interactions
- How different interactions tie together
- Customer needs, emotions, perceptions
- The customers’ expectations of their experience with the company
- Areas where the company may be failing to meet customer expectations
Head here for our thought leadership on journey mapping best practices.