Customer Journey Mapping

What Is Customer Journey Mapping?

The customer journey is the complete sum of the experiences that customers go through when interacting with a company, and in the competitive digital landscape, a positive customer journey is critical.

Customer journey mapping (CJM) technologies deliver crucial insights to organizations looking to identify pain points in their customer experiences faster. The insights provided by these technologies allow organizations to better understand customer behavior and predict future behavior, in order to create a more seamless customer experience.

Our research focuses on how to leverage customer journey mapping methods, techniques, and tools to retain your customer base and attract new clients, and before a major customer experience redesign.

The Key to Improving the Customer Experience

CJM initiatives should accomplish two main goals: enhanced customer journeys and operational effectiveness.

In addition to augmenting underlying operations, with the ability to capture the customer's rational inputs, sentiments, authentic emotions, and responses, organizations are better equipped to future-proof the overall customer experience. This sets the table for profitable customer relationships, perhaps for life.

To understand the key requirements to improving these processes, systems, and touchpoints, watch this exclusive Visual Research video that accompanies our research note, Essential Requirements for Customer Journey Mapping Technology.

on-demand

Optimize the Customer Experience:
7 Essential Requirements for Customer Journey Mapping

With:
Jim Sinur, VP of Research and Aragon Fellow

At the core of a great customer experience is the customer journey, and customer journey mapping is essential to identify pain points, collaborate on target maps, and act as an onramp for digital transformation.