Following Journey Mapping’s Future Path
Customer journey mapping is growing increasingly popular as a way to gain powerful insights into customer behavior.
Verint’s Nancy Porte, vice president, global customer experience, spoke to 1to1 Media recently about the evolution of journey mapping, noting that it was initially used to ‘find and fix’ issues in delivering high-quality customer experiences. As such a program matures, customer journey maps can often be used instead to develop and plan new service and experience programs and strategies.
She also points out that employee engagement—a great benefit to an organization—emerges as the byproduct of asking individuals across an organization to be involved in mapping the current customer journey.