Customer Experience Mapping
Customer Journey Mapping
Customer Experience Mapping (also known as Customer Journey Mapping) is a specialised function and our company EpiCentrum is focussed on that area. Find out more about Customer Journey Mapping services...
Mapping
- Understanding what happens to your customers through a journey in real time.
- Visual Map of what happens at each touchpoint in that journey in terms of:
- Emotional Value
- Functional Value
Synthesizing
- Collate data into a report that indicates specific areas that require attention
- Is there any further information we need to gather to understand more clearly what needs to occur
- Identify key focus areas
Co-creating
- Solution is creating through a collaboration of front line service providers together with customers
- Focus on specific areas that require resolution in order to provide the desired customer experience
- Prioritisation of key "pain points" occurs, and deep dive into why things occur that are not customer focussed.
