What is customer journey mapping?
Having now discussed CX and UX, it is understood that they have a strong connection to design thinking, which primarily focuses on stakeholders and how a service provider engages them throughout the life cycle of a service/product. Customer journey mapping is a key aspect of design thinking and is defined as the process of creating a visual story of your customer’s interactions with a service provider’s products/services (and, therefore, the brand or how a service provider sees itself). Customer journey mapping is an exercise that helps a service provider step into their customer’s shoes – to see their business from the customer’s perspective. Customer journey mapping is not specific to service management but has become a critical part of it, providing products and services, as managing services (the reversal of the words service management) is a key component of what customers expect.
It was previously stated...
