Journey Mapping
Customer journey mapping is a tool that visualizes the entire customer journey from initial contact to post-purchase interactions. This involves creating a detailed map that outlines every touchpoint and interaction a customer has with a business across various channels and stages. By mapping out the customer journey, organizations can identify pain points and opportunities for improvement.
The process of journey mapping typically begins with gathering customer data through surveys, interviews, and analytics to gain a comprehensive understanding of customer behaviors, needs, and expectations. This data is then analyzed to identify where customers are most engaged or frustrated.
By continuously refining and updating customer journey maps based on ongoing feedback and data insights, businesses can adapt to evolving customer expectations and market trends. Find out more about customer journey mapping strategies below.
Connected Customer Journeys: How Shoe Carnival and Verint bridge digital and in-store CX
February 22 by CX Network
Watch this session to learn how Shoe Carnival turns customer insights into action across omnichannel experiences.
The Global State of CX 2023
May 25 by Melanie Mingas
The Global State of CX 2023 covers how ChatGPT is changing the outlook for AI in CX and why customer loyalty is harder to win
It’s time for customer journey mapping to have a 2.0 reboot
May 11 by Alan Pennington
Alan Pennington explains why process, employee and customer journey mapping requires a reboot
The A-Z of creating modern customer personas
May 05 by Jeannie Walters
Jeannie Walters explains how CX leaders can use AI and sentiment analysis to develop more accurate personas and personalized journeys
The secrets to customer journey mapping success with Jim Tincher
March 13 by Melanie Mingas
Jim Tincher tells CX Network how to utilize business data when designing customer journeys and why Post-it notes cannot solve mapping problems.
How McDonald’s built a seamless customer journey
February 08 by CX Network
How McDonald’s uses data to gain a 360-view of the customer and build a seamless customer journey
What is customer journey mapping?
January 27 by CX Network
CX Network explores the experience design technique of customer journey mapping and how it can be mastered to provide meaningful value for customers
Transforming customer centricity with Stan Swinton
January 23 by Melanie Mingas
Stanford Swinton, founder of NPSx, tells CX Network about the skills and technology needed to win - and retain - customers
The new order of customer experience management
December 20 by Gautaam Borah
Author and CX Network board member, Gautaam Borah, shares his outlook for experience management in 2023
The 10 sins of ecommerce: backed by data
November 17 by Anna McKibben
The 10 consumer bugbears for ecommerce merchants to address
The CX lessons to take from 2022
October 07 by Adam Jeffs
With 2022 almost done, CX Network reflects on the predictions that were made last year and the lessons they can teach us for next year
Social media platforms for your Black Friday strategy
October 05 by Anna McKibben
A guide on how to leverage social media to create a seamless purchasing journey this Black Friday
