Customer Journey Mapping



In today’s landscape of big data, there is more data than we know what to do with. It is the insights that we take from that data that are valuable, most especially in understanding what our customer is experiencing. Companies often make the mistake of infusing their own preferences in designing a customer experience rather than considering the expectations and needs of target customers. Customer Journey Mapping helps us to layout what our customer is experiencing in its entirety so that we can audit and begin to design a personalized Customer Experience for our most valued customers.

One thing that should not be forgotten in gaining insights is the Employee Experience. Employees are the front line to our customers and understand the state of employee engagement and satisfaction can help us to further understand the overall Customer Experience.