Customer journey maps (CJM) are an important strategic tool to help you gain insight into who your customers are, what they need, and how they interact with your business through all the touchpoints. But more importantly, share customer insights throughout the organization.
Here's how the customer journey mapping process works?
Most of the information about creating a customer journey map comes from your persona (for example, their goals, motivations, key tasks they want to accomplish, and current pain points).
Then, you have to go through he customer experience journey to determine the friction points.
After obtaining the results of the CJM study, you want to improve the process by solving the identified problems
Finally, you can seek continuous improvement during the maintenance phase, including regular inspection and redesign of the CJM for other areas of improvement.
