Mapping customer journeys and experiences is very popular with marketers, designers and customer experience professionals to help visualise and improve the experiences they are creating. But with so many different mapping approaches and customer journey mapping tools all providing different perspectives, scope and focus, it can be difficult to know where to start and how to get the most out of doing it.
We’ve watched, measured and improved customer journeys for hundreds of organisations in all kinds of environments – from hospitals to high street stores. Although most of our projects have focused on improving customer experiences in the real world (as opposed to the virtual one), what we’ve learnt can be applied across all channels and to support whatever approach you decide to use.
Read our 8 tips to get the most out of CJM.