What is Customer Journey Mapping?

Take action to improve the customer experience.

What is journey mapping?

What is journey mapping?

A customer journey map is a step-by-step illustration of how your customers interact with your organization. It’s created by taking a walk in your customers’ shoes as they purchase and consume your products and services. Journey maps highlight customer needs, technical obstacles, and emotions throughout every interaction with your company.

Maps are made actionable when they incorporate:

  • The customer viewpoint and perspective
  • Customer feedback and artifacts that bring the maps to life
  • Ownership and accountability for each step
  • Data from other systems that bring analytics into the maps
     

What are the benefits of journey mapping?

What are the benefits of journey mapping?

Customer journey maps provide clarity for the entire organization by drawing a clear line of sight for both frontline and back office staff to the customer and her experience. There are a ton of benefits, including:

  • Getting organizational buy-in and commitment for customer centricity
  • Understanding your customers and their interactions with your organization
  • Aligning your organization around a common cause (the customer)
  • Breaking down organizational silos
  • Getting a single view of the customer

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Don’t Waste Your Time with Customer Journey Maps

Don’t Waste Your Time with Customer Journey Maps

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In a nutshell, journey maps help you:

Understand experiences

Understand experiences

Highlight and diagnose existing issues and opportunities

Design experiences

Design experiences

Rethink existing processes and/or create new ones

Implement new experiences

Implement new experiences

Become blueprints or statements of direction

Communicate experiences

Communicate experiences

Onboarding, training, and ongoing education

Increase revenue

Increase revenue

Understand your customers with meaningful interactions

How we help

Quadient® brings together and activates the entire organization in the name of customer experience, through better collaboration and visibility into the customer journey. 

Quadient Customer Journey Mapping™ is the only cloud-based journey mapping tool that incorporates the digital and physical touchpoints your customers interact with into your journey maps, providing visibility into every experience from one intuitive interface.

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