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Kick off your CX strategy with customer journey mapping

Published on 15 May 2018

Customer journey mapping plays a crucial role in ensuring a seamless customer experience, so it should be a key component of any organization’s CX strategy. You may be asking, “Where does my journey start to ensure this?” Read on for great guidelines to effective customer journey mapping and to learn how you can leverage the power of customer thinking to help your organization become more customer centric

Customer Journey Management

Customer journey management: The key to better customer engagement

An article that explores customer journey management, a key factor to ensuring successful customer engagement. It looks into customer journey mapping (CJM), which helps organizations focus and adapt to the dynamic needs of today’s consumers. It helps businesses engage with their customers effectively during each stage of the buying lifecycle via different channels, whilst identifying barriers that may hamper retention. Read on to find the most suitable customer journey management project based on your company’s objective.

Power of customer journey thinking

The power of customer journey thinking (Infographic)

This article addresses the importance of understanding the customer journey in order to design customer experiences accordingly. It includes a neat infographic that can help employees become more focused on customer journeys. The infographic shows the customer’s perspective versus the company’s perspective with regards to goods and services. It also provides five questions employees should always address to drive a more customer centric mindset across the organization.

How to map customer journey

How to map your customer journey to delight them like never before

The customer experience is no longer linear. Numerous channels enable interaction between businesses and their consumers. It’s obviously complex and thus essential that company’s follow each of these journeys to ensure that the customer experience is both consistent and gratifying. Read on to discover the benefits of mapping the customer journey, as well as for great tips on how to create a customer journey map. Take the first step to customer delight.

Alison Treadaway

Alison Treadaway

Vice President, Marketing, Striata, a Doxim Company

She joined the Striata in 2002, and served as Managing Director of the African region for 13 years. Prior to this, Alison’s experience in Internet-related solutions included marketing and sales positions at Internet Solutions and Dimension Data.

Alison has 24 years of experience in the ICT sector. She holds a Bachelor of Arts (Languages, WITS) and a Post-graduate Diploma in Business Administration (WITS Business School).

Read more of Alison's blog posts here or connect with her on the following social channels: