In association with
Confirmit

The complete guide to customer journey mapping

This guide is designed to serve as an introduction to customer journey mapping, sharing insights from leading experts in the field so that you can learn more about the practice and how it can help your business, including:

  • Practical tips on building customer journey maps and how to use them
  • Where customer journey mapping can go wrong
  • The dos and don'ts of customer journey mapping

Click here to download the guide in full or browse the individual articles below. 

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When did customers become so darned complicated? Over the last five years, the way that customers interact with organisations and brands...
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Once upon a time the customer journey was a linear progression from identification of the need, through consideration, information...
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The output of the customer journey mapping process is the map itself – a practical and visual document that should be able to communicate a...
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Although a great deal of time and effort needs to be invested in building a customer journey map, the value is not actually in the map...
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The key to successful multichannel marketing seems to be a focus on managing the customer contact points rather than the channel. A channel...
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A growing number of organisations are now undertaking customer journey mapping. But the reality is they are doing this wrong. Firstly, many...
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Understanding your customer and how they interact with your business directly and indirectly is critical in driving improved value, repeat...
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Customer journey mapping is becoming an increasingly popular practice, so a growing number of organisations are discovering its benefits –...
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It is my belief that employee journey mapping is every bit as important as customer journey mapping, and needs to be focused on before we...