Journey Mapping

Gain deep, accurate insights into your customers’ collective experiences with your business.

This detailed review, performed by an experienced team of MaritzCX consultants, will work to:

  • Explore, document and understand the personal, emotional parts of the customer experience that quantitative measures alone often miss
  • Create a detailed visual representation that places specifi c customer touch points and interactions in the larger context of the complete customer journey
  • Identify the key moments of truth that impact customer perceptions and satisfaction the most, so you can monitor and improve them over time
  • Build a common, shared and accurate inside view of what your customers experience, so you can build a strong culture of understanding and CX improvement across your entire organisation
  • Reveal gaps and weaknesses in your existing Voice of Customer (VoC) programme that may be limiting your ability to turn customer feedback into business results

MaritzCX

MaritzCX

See why MaritzCX was named a Leader for Employee Experience Management
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