COSTUMER JOURNEY MAPPING
The customer journey to businesses renews perspectives in each touchpoint of the lifetime experience. It provides the understanding of the connectivity of experiences, perceptions from the customer or employee viewpoint and the alignment and misalignment of different channels, business units, touchpoints, etc.
It is a purposeful approach to a customer-centric culture. However, it is less about the map and more about how the organization plans to use it, becoming a valuable tool to any stage of a CX Program.
HOW DO WE MAP?
SCENARIO LEARNING
Visualizing the experience process into a timeline fleshing out customers’ or employees’ thoughts and emotions creates the experience’s narrative.
CREATIVE THINKING
Design of unpredicted solutions throughout Foresight methodologies using creativity and intuition to explore exponential thinking.
COLLABORATIVEINESS
Arousing empathy in a collaborative visualization externalizes knowledge about users to create a shared understanding of people needs, and aid in decision making.
