Today I will show you how to find all processes related to customer journeys. To do this, I will share the following query with you. The starting point of this query is the “Function” object.

The query first returns all EPCs that are assigned to the selected functions and next returns all EPC functions that have a connection to customer touchpoints. If a customer touchpoint occurs in a Customer journey map, the customer journey is also displayed.

The query also includes a table showing the following information:

• the relevant EPC,
• the processes that have a connection to a customer touchpoint,
• the customer touchpoint,
• an indication as to whether the touchpoint is a pain point or a moment of truth, and
• the name of the customer journey in which the touchpoint occurs.

This query enables you to analyze your customer journeys and the internal processes in one step.

To obtain further information, you can subscribe to the “Customer Experience Management” tag.