Customer Journey Mapping Guide

In this playbook you will find everything you need to get started with Customer Journey Mapping:

1. Customer Experience Management (CEM) – Background
2. Customer Journey Mapping – The Methodology
3. Personas: Who is our customer?
4. Channels, Phases and Departments: The stages of the customer journey
5. Micro Moments: What do our customers want?
6. Touchpoints: What does our customer experience?
7. Performance from the customer’s point of view: What does our customer feel?
8. Customer Journey Mapping Workshops (preparation & execution)
9. Sharing and communicating customer journey maps
10. From Journey Map to holistic CX