Customer Experience

A Customer Journey Map is a visual or graphic interpretation of the overall story from the customer’s perspective of their relationship with your organization, service, product or brand, over time and across the various channels. It is a combination of narrative and images which are used to describe the operational procedures and the customer’s emotional experience. At the end, once the journey has been mapped, the game-boards are used to highlight the gaps, pain points and key opportunities of the experience, both from the perspective of the user and the organization. 

What are the benefits to your organization?  Ultimately, it is a key tool to improve, not just your level of customer satisfaction, but to accelerate your pace toward customer centricity, greater competitiveness and improved bottom line performance.