With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customers experience which starts at the initial point of contact all the way through to a long-term relationship giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
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