Customers don’t follow just one path on their journey with your brand. Often, their path is full of twists and turns, alternate routes, detours, and divergences. This mini-guide goes over the systems and tools your organization can put in place to map digital customer journeys, which enables digital and customer experience leaders to view and critically analyze each touchpoint a customer passes through. From there, digital experience mapping reveals many opportunities to improve future experiences.
This mini-guide is designed to help your brand’s leadership:
- Acutely understand a customer’s point of view
- Map the customer’s digital journey from the context of their overall brand journey
- Adapt to evolving customer expectations and needs
- Leverage AI to identify friction and pain points throughout customer journeys
Map digital customer journeys to boost CX and gain customer loyalty