Taking the Mystery out of Customer Experience Mapping

A comprehensive, step-by-step guide to getting started with Customer Journey Mapping

You’ll learn how to analyze the touchpoints through which you interact with customers, and how to integrate across the teams and departments in your organization to create a world class customer experience.

Insights from Harvard Business Review

Based on a series of articles about Customer Experience and Journey Mapping that were originally written for and appeared in Harvard Business Review, this 12-page whitepaper brings them together in a thoroughly updated form.

It includes new inspirational examples drawn from:

• Financial services and banking

• Online retail, healthcare

• Insurance

• And more

You’ll get key frameworks and methods ready to apply to your own situation.

What you’ll learn

• How to structure and organize a journey map to get the insights you need

• How to set the scope of a journey map, and how many journey maps you’ll need

• How to incorporate journey mapping into customer research

• How to assess how well your brand touchpoints are helping customers along their journeys, and where there are gaps or blockers

• Why it’s important to treat mapping as a team sport, not a silo’d exercise