Journey mapping

Journey mapping in CX shows where your users begin and where they end throughout their customer experience. Customer journey mapping often starts with creating customer personas: a deep dive into the different subsets of customers by demographic. We then track the user throughout various stages of the cx journey, beginning with initial contact, issue resolution, and post-issue resolution, as well as any roadblocks that may happen along the way.

Customer journeys in CX are highly repetitive, especially when considering your customer personas’ most common issues. Developing workflows to handle the most common situations allows CX teams to address common problems better and automate the resolution process.