How to create a Customer Journey map

Personalized customer experience framework

A customer-journey map tells you exactly where a customer is on his journey. It helps you to understand the progress of the customers when they interact with your brand. Therefore, highlighting the key interactions across the journey is the backbone of any successful CX transformation.

When you are mapping your customers’ journeys, it will probably take you across multiple departments. Some people feel that the journey can - or even should - be defined per department but we believe that the customer journey should always be considered as a whole, across all departments.

A key pillar of our approach is the One Journey:the overarching journey map that ties together all the steps, interactions, touchpoints and experiences of your brand. The One Journey helps unify the CX vision and drive positive impact.