CUSTOMER
JOURNEY
MAPPING
Customer Journey Mapping is the process of visualizing and analyzing a customer’s experience to identify key touchpoints and pain points.
Through interactive workshops, participants step out of their role as suppliers and into the mindset of the customer.
This shift in perspective helps them recognize critical moments in the journey, uncover areas of friction, and make informed recommendations to enhance the overall experience.
WHY DO
JOURNEY
MAPPING
Customer Journey Mapping​
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Focuses on the customer’s perspective and experience.
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Illustrates the emotions, motivations, and pain points customers encounter.
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Maps the end-to-end journey across multiple touchpoints (e.g., awareness, purchase, support).
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Helps identify gaps, friction points, and opportunities to enhance the experience.
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Used for understanding customer needs and improving overall experience.
JOURNEY
MAPPING
WORKSHOPS
Our Customer Journey Mapping workshops are designed as full-day (8-hour) sessions, where participants work in teams of 6 to 8 members to analyze and enhance the customer experience.
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Each team is assigned a specific market segment within the business and begins by developing a customer persona and an empathy map to represent a typical customer.
Using this foundation, teams map a simulated customer journey, identifying key touchpoints that influence buying behavior as well as potential pain points that may hinder the experience.
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Steve Jobs, Apple
JOURNEY
MAPPING
OUTCOMES
interactive workshops
​To ensure the session delivers tangible outcomes, participants compile a list of recommended improvements aimed at optimizing the journey. These recommendations are categorized into three critical areas:
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People – Enhancing employee interactions and service delivery
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Processes – Streamlining workflows for efficiency.
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Technology – Leveraging digital tools to improve the experience.
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Each improvement is assigned to the relevant department head, who commits to implementation within a specified timeframe, ensuring meaningful change and a smoother customer experience.
CX IMPROVEMENT
PLANNER
After Customer Journey Mapping workshops, clients have the option of having an online Customer Experience Management – CX Project Planner designed, where all improvements identified during the Customer Journey Mapping session are be logged, tasks are allocated to relevant department heads and the status of all CX improvements can tracked in real time by cx custodians.
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