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Guideline Customer Journey Mapping

For all beginners: Start Customer Journey Mapping with our practical tips

In this playbook you will find everything you need to get started with Customer Journey Mapping:

Customer Experience Management (CEM) – Background
Customer Journey Mapping – The Methodology
Personas: Who is our customer?
Channels, Phases and Departments: The stages of the customer journey
Micro Moments: What do our customers want?
Touchpoints: What does our customer experience?
Performance from the customer’s point of view: What does our customer feel?
Customer Journey Mapping Workshops (preparation & execution)
Sharing and communicating customer journey maps
From Journey Map to holistic CX

Download your free copy now!

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