For all beginners: Start Customer Journey Mapping with our practical tips
In this playbook you will find everything you need to get started with Customer Journey Mapping:
- Customer Experience Management (CEM) – Background
- Customer Journey Mapping – The Methodology
- Personas: Who is our customer?
- Channels, Phases and Departments: The stages of the customer journey
- Micro Moments: What do our customers want?
- Touchpoints: What does our customer experience?
- Performance from the customer’s point of view: What does our customer feel?
- Customer Journey Mapping Workshops (preparation & execution)
- Sharing and communicating customer journey maps
- From Journey Map to holistic CX
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