FAQs About Customer Experience Mapping: A Briefing

Over the years we have been asked a lot of questions around customer experience and journey  mapping.  Some of them address what are the triggers and reasons  for  mapping, others speak to how do we plan for it and what do we expect to see.  …

Best Practices in Customer Journey Mapping

Journey mapping has become an essential tool to every customer experience program.  This document highlights some best practices to take into consideration before undertaking a journey mapping exercise.