A customer journey map, also referred to as a service blueprint ... It enables businesses to: Record how customers experience business processes and pinpoint areas for improvement.

Before attempting any customer journey map exercise, organizations must answer two questions. Are we a customer-centric organization? Is customer experience a measured focus of our business? Assuming ...

Customers crave frictionless experiences, so when we use the information from our customer journey map and other sources to develop a top-notch experience, we’re setting the stage for happy ...