By Neil Davey
JULY 30, 2018 | ASCEND CURATED ARTICLE
A list of best practices in customer journey mapping along with examples make this article a good reference when planning a mapping effort.
As My Customer explains, “In essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your organization that a customer comes into contact with as he/she attempt to achieve a goal, and the emotions they experience during that journey.”
“Customer journey orchestration engine software is designed to help organizations analyze customer interactions across multiple touch points, execute the best communications and predict future customer interaction.”
An essential tool in customer journey mapping is the creation of a customer persona. And while it’s common to include some demographic data in a persona, it’s important to understand that the person itself is not simply a demographic representation.