For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-journey-mapping-125750199
Customer experience journey mapping: 6 missing practices for CX ROI, 3 keys to customer experience excellence.
See more at https://ClearAction.com
What’s different about the ClearAction approach:
-not business processes or touch-points – actual CX instead: accurate understanding-not demographics or financials – initiating situations instead: how expectations shape-not messaging/selling – customers’ integrations instead: what customer is buying
The touch-points, business processes, demographics, financials, messaging and selling components morph from the concentration purely on the customers’ processes as the starting point.