Customer Journey Mapping

Customer Journey Map visually illustrates customers’ processes, needs, and perceptions throughout their interaction and relationship with an organization. Customer Journey Mapping is the process of tracking and describing all the experiences that customers have as they encounter a service or set of services, taking into account not only what happens to them, but also their responses to their experiences. Used well, it can reveal opportunities for improvement and innovation in that experience, acting as a strategic tool to ensure every interaction with the customer is as positive as it can be.
Using Design Thinking techniques, the outcome of this engagement provides a clear view of customer personas, in order to redesign and enhance the deliver services and assist to shape strategy and policy, leading to better customer experiences and more efficient organisation.

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