You need to map your customer’s journey. What are the best tools for the job?

CX Journey mapping is a key tool within the 'arsenal' of a CX practitioner. There are a number of techniques and tools utilized to carry out effective journey mapping. However, in order to truly build a comprehensive journey map which is useful and delivers on the promise, a four step approach is ideal. Begin by understanding the various players, both direct and indirect, as well as emotions at each step of the journey. Following this step, it is important to understand the needs both fundamental as well as emotional and if the players involved in the journey were able to meet these needs. The ideation step is next, followed by a final proposal step in order to convey the innovation. A simple yet effective way to map the customer journey.

To begin journey mapping, you must think "Outside-in", customer first. How else will you know what customers want if you don't ask them! I typically take a 2 pronged approach: 1. Engage customers and get their feedback on my journeys through different means (surveys, focus group sessions, social media sentiments, app reviews, data trends, etc). Identify their painpoints, gain points and possible improvement opportunities of the end to end journey. 2. Engage the process owners of the journey. What are their constraints in achieving the different phases of the journey? What does the internal process look like and can it be modified for a more seamless journey? Put all this together and you have the ingredients of an insightful map!

The best tools for mapping your customer's journey depend on your specific needs and the complexity of your customer interactions. However, some commonly used tools include customer relationship management (CRM) software, journey mapping software, and analytics tools. These tools can help you visualize and analyze the various touchpoints and interactions your customers have with your brand, allowing you to identify areas for improvement and optimize the customer experience.

Journey analytics tools are essential for understanding and optimizing the customer experience. These tools gather data from various touchpoints and channels, providing a holistic view of the customer journey. By analyzing this data, businesses can identify both positive and negative aspects of the customer experience, enabling them to make informed decisions to improve customer satisfaction. For example, imagine a retail company that uses journey analytics to track customer interactions across its website, mobile app, and physical stores. The data reveals that many customers abandon their online shopping carts due to a confusing checkout process.

Journey analytics tools track customer interactions and provide a comprehensive view of their journey. They use data to identify and address customer pain points, streamlining the journey for a more efficient and enjoyable experience. Some of them are: 1. Google Analytics 2. Adobe Analytics 3. Mixpanel 4. Heap 5. Customer Data Platforms (CDPs) i.e. Segment or Tealium 6. Tableau 7. Salesforce Customer 360 8. IBM Customer Experience Analytics These tools vary in terms of features, pricing, and integration capabilities, so businesses should evaluate their specific needs and goals before choosing the most suitable customer journey analytics solution.

Conversas diretas com os clientes para entender suas experiências, desafios e feedbacks em relação aos produtos ou serviços..

Implementação de canais de feedback para que os clientes possam expressar suas opiniões e sugestões em tempo real. Acredito que seja muito importante.

Feedback system provides detailed insight in the interactions of the customer per time. Also, it shows how you have evolved and grow while solving different problems based on the feedback gotten. The compilation of these is a journey that can further help innovative business decision to help you build strong customer base.

Customer Journey Mapping is like creating a treasure map that holds valuable insights into our customers' experience with our brand. It requires that we walk in their shoes, understand their challenges & find ways to make it more enjoyable. Customer journey mapping ensures that we plot the path our customers take, identify pain points, & discover opportunities to delight them along the way. By understanding the highs & lows of our customers' journey, we can tailor our CX efforts to meet their needs at every step. Whether it's by simplifying the onboarding process, providing proactive support, or personalizing interactions, customer journey mapping empowers us to deliver experiences that wow our customers & keep them coming back for more.

Eu realmente acredito que a principal atitude que temos que ter é trabalhar com os feedbacks que recebemos! Isso deve ser constante e consistente pois é a maneira mais confiável de corrigirmos os rumos e melhorar como pessoa e empresa! Nunca tenha medo de pedir feedbacks e esteja preparado para entender os detalhes!

Feedback cannot be underestimated as it becomes what is used to iterate and refine internal processes thus making the customer's experience better and better.

El sistema de retroalimentación laboral es un componente fundamental en la gestión del desempeño y el desarrollo profesional en cualquier organización. A través de la retroalimentación, los empleados reciben información sobre su desempeño, lo que les permite identificar áreas de fortaleza, áreas de mejora y establecer metas para su crecimiento profesional. Este proceso no solo beneficia a los empleados individuales, sino que también contribuye al éxito general de la organización al mejorar la productividad, la moral y la retención de talento.

Don't underestimate the feedback from frontline. If you have customer facing teams- sales, servicing/contact centre, complaints- then collate the reason codes for contacts. These should be regularly collated and reported to understand trends - pain points and opportunities. Reporting would ideally be no less than fortnightly, with actions and follow ups agreed. This process should be recorded in the governance framework with R&R allocated to ensure it is executed.

For those in SaaS: connecting your products telemetry into CRM is critical for having true post-sale customer journey. Either you have journey E-Mails go out on a timed basis (very imprecise method), or you have E-Mail journeys trigger when customers progress with your product (or alert CSM’s when progress stagnates). Just my two cents.

A CRM consolidates data from various customer touchpoints, such as email interactions, social media engagements, phone calls, and website visits, to create detailed customer profiles. One of the biggest benefits of using a CRM for journey mapping is the ability to understand individual customer interactions within the broader context of their journey. By analyzing data from various touchpoints, businesses can gain a more comprehensive understanding of each customer's journey, including pain points, preferences, and areas for improvement. Effective journey mapping also requires businesses to leverage the data provided by their CRM systems to anticipate customer needs and deliver value at every stage of the journey.

La integración de un sistema de gestión de relaciones con los clientes (CRM) en el entorno laboral ofrece una serie de beneficios significativos para las organizaciones en diversas industrias. Una de las principales ventajas de la integración de un CRM en el trabajo es la mejora en la eficiencia operativa. Al contar con una única base de datos centralizada que almacena información detallada sobre clientes y prospectos, los equipos de ventas, marketing y servicio al cliente pueden acceder fácilmente a la información relevante necesaria para realizar sus funciones. Esto elimina la duplicación de datos y minimiza la pérdida de información, lo que a su vez acelera los procesos y mejora la productividad.

There are many tools like Kaizen, 5 why analysis, Lean ..with the help of which any business can do process mining & remove non value added steps to enhance customer experince

Process mining technology is a powerful tool for understanding the true nature of business processes and their impact on the customer journey. By analyzing event logs from various systems, such as enterprise resource planning (ERP) or customer relationship management (CRM) systems, process mining can reveal the actual processes that customers experience, rather than the idealized or expected ones. For example, a bank might use process mining to analyze the steps involved in opening a new account. The data might reveal that customers frequently encounter delays and errors during the account setup process, which could lead to frustration and dissatisfaction. Armed

The tools must be suitable for the environment (in person or virtual, or both?), the accessibility of the attending stakeholders and for socialisation purposes. Cost including maintenance of assets needs to be considered. Virtual whiteboards are ubiquitous with extended functionality and collaborative enhancements. Reflect on enterprise security assessments with these tools e.g. I have used Single Sign On and a business email address to access. Sometimes the simplest methods are the most appropriate and allow for easy collaboration - brown paper. Visual Management is a key principle of Lean methodology. It advocates for maps and materials to be kept where they are regularly visible and can drive continuous improvement thinking.

Lucid Chart is a selfish favorite of mine! It is so easy to drag and drop your way into a process modality! I built my most recent Customer Journey model utilizing this tool! I cannot stress how much I loved using it, and how easy it made archeteticng the journey roadmap!

It depends on the team's skillsets and what tools make it the easiest to communicate the key learnings and implications. We've done customer journeys in Lucid Charts and powerpoint slide to Figma to really detail out visually the journey touchpoints.

Predictive analytics tools are invaluable in understanding and shaping the customer journey. By analyzing historical data and applying advanced statistical algorithms and machine learning techniques, these tools can forecast potential pain points or moments of delight along the customer's path. For example, a travel company might use predictive analytics to identify the factors that contribute to customer satisfaction during the booking process. By analyzing the data, the company may discover that providing personalized recommendations based on customers' preferences significantly increases satisfaction and reduces the likelihood of booking abandonment.

La analítica predictiva se basa en el concepto de que los datos pasados y presentes contienen patrones y señales que pueden ser utilizados para hacer predicciones sobre el futuro. Para llevar a cabo este proceso, se utilizan técnicas como la regresión, el análisis de series temporales, los árboles de decisión, las redes neuronales y otros algoritmos de aprendizaje automático. Una vez que se recopilan los datos, es necesario limpiarlos y prepararlos para su análisis. Esto puede implicar la eliminación de datos incompletos o incorrectos, la normalización de variables y la creación de características adicionales.

One of the most important (and overlooked) tools to consider when mapping journeys, is facilitation. Without a strong facilitator who understands the importance of a cross functional view of the experience being mapped your exercise will likely be highly subjective. Additionally, a strong facilitator understands the importance of prep work, engagement and techniques to highlight scenarios, significant factors and METRICS to map a journey that can be measured and thus managed.

Most organisations spend too much time worrying about getting the right ‘tool’ for journey mapping. Don’t fall into the trap of ‘all the gear, no idea’ or wasting months trying to find the right tool. The tool isn’t essential, getting started is. Focus on building your capability and developing your approach over time. Things to do before you worry about a ‘Tool’: 1️⃣ Define your approach and method 2️⃣ Select a Journey or Customer Goal (e.g Pay for a product or service) 3️⃣ Initially, just talk to a handful of customers (3 to 5) and start developing individual journey maps - this will start to build your capability and help refine your method Then choose a free tool like: ➡️ PowerPoint ➡️ Mural (I use this) ➡️ Miro

As someone attached to the restaurant industry, I've noticed a significant gap in leveraging customer journey data for business growth. Despite its immense potential, many POS systems lack the necessary capabilities for robust customer data analytics or provide data of insufficient quality. It's clear that this area demands greater attention from organizations. From my experience, harnessing this data can unlock plenty of opportunities for improving customer experiences and driving operational efficiencies. Organizations need to address this gap and unlock the full potential of customer insights.

- Customer Relationship Management (CRM) systems: Hubspot, Salesforce, Zoho - Journey Mapping tools: Qualtrics Journey Mapping, Userflow, UXPressia - Process Mining tools: Celonis, Signavio, Process Street - Feedback Systems: SurveyMonkey, Typeform, Hotjar - Visualization Tools: Miro, Lucidchart, Google Data Studio - Predictive Analytics tools: SAS, IBM SPSS, Microsoft Azure Machine Learning By leveraging these tools and considering additional factors, businesses can effectively map their customer journeys, gain valuable insights into customer experiences, and identify opportunities to enhance customer satisfaction and loyalty.