CX Trail Map
Your Customer Journey Map is a visual representation of how customers perceive and engage with your brand. It is a comprehensive model of each and every interaction with your organization, from the customer’s perspective. These maps reveal customers’ motivations and emotions, the value generated, and when they are driven to act.
A Customer Journey Map is as much art as it is science. There is no “one size fits all” approach.
This guide will serve as a primer and help you get started building a comprehensive customer journey map that:
- Identifies customer personas
- Defines your customer journey stages
- Outlines customer touchpoints, emotions, & objectives
- Helps you visualize your “complete” customer journey