Customer journey maps are becoming a powerful customer experience (CX) tool. It facilitates the study of customer experience by visualizing customers' thoughts and feelings through touch points, which are points of interaction that may change how customers feel about a product, brand, business, or service.
Customer journey mapping is a compact visualization of the end-to-end customer experience. It helps enterprises to deepen their understanding of customer behavior, thoughts and feelings, enabling enterprises to make value-driven decisions based on customer experience models.
Visual Paradigm's online Customer Journey Mapping tool helps you streamline the UX initiatives and automate the entire information acquisition process:
Provide a bird's eye view of the entire customer journey.
Bring teams together to resolve specific customers' hurdles while understanding the core customer journey paths.
Increase customer conversion rates by minimizing negative customer experiences, through identification of key steps and decision points.
Improve customer retention, by understanding how they transit through. For example, ensure all the information is available and accessible to all the stakeholders during each stage of a procurement cycle.
Businesses can zoom-in on a single customer journey in a specific channel.
Understanding the required metrics to identify customer's progress and fall out points, providing opportunities to bring customers back on board.
Allow businesses to prioritize actions in their customer experience strategy
Reveal the gaps between various channels and departments
