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Customer Experience Journey Mapping

Visualize CX to better understand your customers and deliver personalized support and marketing across all touchpoints.

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Understand key moments of truth

With customer experience as a key differentiator for brands, customer journey mapping has become a vital component. Effective journey mapping enables companies to visualize the customer experience and become more customer centric in their approach. Our customer experience journey mapping solutions take a deep dive across all customer touchpoints, giving insights into customer emotions, behaviors and key moments of truth.

Our customer journey mapping consultants will then help you streamline the customer experience by identifying pain points customers have in achieving their goals. In addition, customer journey mapping tools aid in blending historical and real-time data to provide customer insights to make interactions more efficient.

 

Customer journey maps provide a detailed view of the end-to-end customer experience, providing a visual guide to identify gaps and find where new value can be created

 
customer experience journey mapping helps you understand your customers

Understand your customers and their preferred channels and ways to engage

find ways to improve experiences with journey mapping

Identify operational inefficiencies and quick wins to improve

Break down organizational silos to learn how each department impacts CX

identify gaps and understand your customers preferences

Anticipate customer pain points so they can be proactively addressed

 

Learn what drives customer engagement and understand the customer journey

 
customer journey map visualization
Know your target audiences better than the competition

If you learn more about your target audience than your competitors, then you put yourself in a strong position to stand out. As a starting point, our journey mapping consultants will help you build customer journey experience maps to better understand your customer personas. The unification of real-time and historical data helps complete the picture by combining a customer’s current behaviors with their historical transaction, demographic, and psychographic data.

 
Find pain points in the current customer journey

Customer journey maps should be used to track the unique emotional journey of target customer groups across the enterprise. Customer feedback, such as customer feelings and their point of view, is essential throughout the entire user experience. Effective journey maps must also include key moments of truth for the customer, such as customer service wait times, digital dead ends, or other pain points. These key steps can often reveal new opportunities. Where different customer segments diverge at key points, our team will also help you design parallel maps to account for all target audiences. This detailed process works as a visual guide to identify opportunities for new value creation and improved customer experiences in sales, marketing, products and services, and other customer interactions with your brand.

Improve the journey and make the right investments to develop more customer-focused capabilities

 
prototype new customer journey maps
Create and prototype new CX journey maps

Once a detailed current customer journey map has been created, our customer journey consulting team can help facilitate workshops to identify gaps and develop new experiences across key stages. This includes looking at all aspects of the customer journey, both positive and negative, Journey updates can be targeted at eliminating causes of negative experiences, such as where unnecessary effort, frustration, or confusion emerge. Once prioritized pain points are mitigated, our CX consultants turn to developing stronger positive experiences that trigger an emotional connection and increased customer satisfaction. The ideation stage may include prototyping, testing, evaluating and refining until a range of viable new customer journey pathways are developed.

 
Your people are the heart of successful CX implementation

Demonstrating to customers that your organization knows their needs and preferences throughout their journey will help to inspire customer loyalty. But successfully mapping out the customer journey is just the start to achieving desired business results. It also requires empowering your employees on the front line to deliver on the desired new journeys. This includes assessing depth of knowledge, quality of skill set, adherence to process, and their prevailing mindset. Our CX consultants can help you gain a clear picture of your team’s current capabilities to deliver on your new customer journey strategies, so a plan can be developed to bridge gaps through targeted training, mentoring and coaching.

Customer experience journey roadmap

Mapping the customer journey comes in many forms depending on business goals. However, the most impactful journey maps are made up of the following elements.
workshoping CX journeys
Business imperatives and customer needs

Marketing and service teams have certain goals and KPIs they need to achieve, while customers/prospects have their own preferences and expectations. This requires a shared vision of your organization’s top CX priorities, as well as a clear understanding of customer needs, both current and anticipated, which will influence changes to the customer journey map and associated customer processes.

Customer experience narrative and process

This part of the map provides a detailed description of the customer journey. Typically, customer experience maps chart all touch points throughout the customer lifecycle. This can include when they first gain awareness and eventually make a first purchase, all the way through to service, up-sell, and retention or churn. This also includes the set of channels, from brick and mortar to social media, and everything in between, as well as messages, communication cadences, and inbound and outbound interactions.

Customer data and technology

In this section of the map we define the basic building blocks of the customer profile that will help us to continually tailor our interactions with individuals. This includes data from lead sources, second- and third-party data sources to augment the profile, as well as first-party data captured during the course of sales, service, or digital marketing interactions.

 
 

Add actionable insights to your digital customer journey mapping with journey management tools

 
digital customer journey mapping dynamic view
Leverage powerful real-time capabilities

Journey maps are essential to help diagnose customer pain points and inspire improvements to marketing, sales, and service experiences. But once an organization finishes building a traditional journey map, they may struggle to understand what is contextually relevant for each customer at any point in time, and how to take action. Enter journey management tools. Advances in data integration, analytics, and visualization allow companies to utilize the best features of traditional journey mapping while also leveraging powerful digital customer experience journey mapping capabilities through journey analytics platforms.

 
Gain a dynamic view of moments of truth across all touchpoints

Journey management tools allow companies to enhance their digital strategy further by visualizing customer interactions all in one place, with a dynamic view of all touchpoints. Beyond showing a static snapshot, they can isolate and visualize individual journeys and see how they are performing in real time. Are people using the new chat channel or mobile portal? Where are they coming from, and which are the best performing channels? And for which customer segments? All these questions can be answered through journey analysis.

 
 

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