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Jun 02, 2016

How to Map the Customer Journey in 7 Steps [Video]

Customer Journey

Executive teams everywhere are recognizing the importance of becoming a market leader in customer experience, and are turning to CX professionals to make it happen. Many CX pros use customer journey maps to deepen their understanding of customer needs, identify and break down obstacles to CX success, and infuse product design and employee behaviors with a customer focus. Watch the 3-minute video above to learn how to create useful and effective customer journey maps in seven steps.

Want to learn more about how to tackle a customer journey mapping project? Download the Forrester report Mapping the Customer Journey: Four Approaches to Customer Journey Mapping. And when you're ready to start mapping, remember to place yourself in the customer's mindset with this free Customer Empathy Worksheet.

For today’s brands, differentiating themselves through the customer experience is not a choice, it's a necessity. Companies that fail to make differentiated customer service a priority are suffering, according to a recent report from Forrester. The report found that companies that are lagging in CX are being outperformed by brands that excel at customer-centricity by a whopping 80 percent. The first step to providing a better customer experience is to develop a thorough understanding of the customer journey.


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