CXM Software for Contact Centers
Studies Designed to Improve and Provide Great CX
Awards Recognizing the Best in CX and EX Delivery
The Resources You Need at the Touch of a Finger
Improve Customer and Employee Experience - One Individual at a Time
The essence of customer experience (CX) journey mapping is to walk in the customer’s shoes as they interact with an organization using different touchpoints. As such, CX journey mapping focuses on the entire end-to-end journey for using an organization’s products and/or services from the customer’s perspective.
A best practice to improve CX is to understand your customers’ end-to-end journey with your company and the key personas of those customers who are using your products and services. The CX journey mapping process is an outside-in approach to improve CX, allowing organizations to use and apply CX feedback to people, process, and technology practices to deliver the experience that customers expect.
The primary purpose of CX journey mapping is to conduct customer survey research and in-depth interviews with customers and employees to understand what customers experience for each interaction and touchpoint key moments of truth and, most importantly, to discover CX improvement opportunities.
Most executives are aware of the importance of understanding the entire CX journey for customers who are purchasing and using the organization’s products and/or services. However, the emergence of self-service digital contact channels and simultaneous channel usage has heightened the importance of understanding CX in today’s connected customer world.
To better understand and improve the entire experience for customers purchasing and using your organization’s products and/or services in today’s connected world, contact us today.
If you liked this article, you can learn more about the author Mike Desmarais, and SQM Group.