Customer Journey Mapping Guide – From Touchpoint Management to a comprehensive CX Dashboard and CEM

Your hands-on guide to Customer Journey Mapping. Contents:

1. CUSTOMER EXPERIENCE MANAGEMENT (CEM) – BACKGROUND​

2. CUSTOMER JOURNEY MAPPING – THE CONCEPT​
2.1. BUYER PERSONAS: WHO ARE OUR CUSTOMERS?​
2.2. CHANNELS, STAGES AND DEPARTMENTS: OUTLINING THE PATH OF ​THE CUSTOMER JOURNEY​
2.3. MICRO-MOMENTS: WHAT DO OUR CUSTOMERS EXPECT?​
2.4. TOUCHPOINTS: WHAT IS THE SPECIFIC EXPERIENCE OF OUR CUSTOMERS?​
2.5. EMOTIONAL JOURNEY: WHAT DO OUR CUSTOMERS FEEL?​

3. CUSTOMER JOURNEY MAPPING WORKSHOPS​
3.1. PREPARATION​
3.2. EXECUTION​

4.SHARING AND COMMUNICATING CUSTOMER JOURNEY MAPS​

5.FROM CUSTOMER JOURNEY MAPPING TO A COMPREHENSIVE ​CX MEASURING SYSTEM​

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