The top 11 mistakes and best practices for designing an actionable customer journey map
You spent thousands of dollars on journey mapping consultants, workshops, and tools, and you’re thrilled to have survived the exercise and walked away with some great-looking maps. Then reality sets in. You were told that journey maps are the be-all-end-all tool for customer experience transformations. But looking at your maps, you suddenly have no idea what you need to improve or how/ where to begin to improve it. Now what? Where did you go wrong?
Traditionally, customer journey maps are useless because they’re just not actionable.
Written by customer experience expert, Annette Franz CCXP, this white paper looks at why customer experience is such a hot topic in business today, and outlines the value of developing an actionable customer journey map to gain a competitive advantage. Annette illustrates the challenges and best practices of designing a best-in-class customer journey map and provides tips and tricks on the effective management and maintenance of these assets.