Customer Journey Mapping as a CX Tool

Discover five key steps to help you understand the current state of customer experience and create an ideal future state


A good journey map should track the emotional state of the customer, including how they may feel at any particular point.

There are a number of things a business can do to become truly customer-centric. First and foremost, it needs to decide to become a Customer Experience Brand –to see the customer experience as central to differentiation and creating competitive advantage. But what happens next? What steps should a business follow to realise that vision?

Download the strategy guide to:

  • Learn what drives customer engagement
  • Understand the current customer journey
  • Generate new ideas to improve the journey
  • Make the right investments
  • Develop customer-focused capabilities

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