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1. Customer
Experience
Mapping
Your Company Name

2. Understanding the Customer Experience
Essential elements of a Customer Journey Map
What should a Customer Journey Map look like?
Mapping Framework
Steps to build a Journey Map
How to improve the Customer Journey
Benefits of Customer Journey Map
Content
2

3. 3
DISCOVERY
Questions
Mention the
questions of the
customers here
Pain Points
Mention here the
specific problem that the
customers of your
business are
experiencing
Touchpoints
Specify here the steps a
customer take to reach
out to the customer like
X saw an ad on internet,
clicked the same to
gather information
Actions
Mention here the effort
customer takes to meet
his needs like using the
internet to gather
information
Motivations
Specify here the need of
the customer which
motivates him to reach
out to the company
STAGES
Customer Experience
Understanding the
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4. Actions
What steps do your
customers take to
meet their needs?
Essential elements of a Customer
Journey Map
4
Thoughts
How do customers
perceive & evaluate
their experience?What
do they expect?
Feelings Quantitative &
Qualitative
Research
Key Findings &
Actionable Insights
Touchpoints,
Channels &
Lifecycle Stages
What emotions do
your customers show
in their customer
journey?
Where do the highs &
lows occur?
Add your company
specific text here
Add your company
specific text here
Add your company
specific text here
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5. What should a Customer Journey Map
look like?
5
Moments
ofTruth
› These are a special kind of
touchpoint
› They are the moments that
can make or break your
business’s chance for
success
Personas
› Create an example of your
ideal customer like What’s
their age? What devices do
they use? What are their
values?
› The benefit of doing this is that
you can then tailor the
customer journey specifically
for certain customers,
providing a personalized
service.
Desired
Outcomes
› Define what your different
customer personas are trying
to get out of their experience
› If you understand what they
want in the end, you’ll better
understand their frustrations
when they arise
Steps
› Show the sequence of events
at a high level
› This helps you see the entire
process from start to finish
and acts as groundwork for
the rest of the information
Touchpoints
› These represent steps where
your customer comes into
direct contact with your brand.
› Have any touchpoints
changed due to recent
digitalization or business
expansion
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6. Mapping
Framework
Map
Identify your mapping method, team &
ingredients
Involve key stakeholders
› Host formal journey mapping workshops
& involve everyone in the actual data
gathering, analyzing & map building
process
› Interview stakeholders on key capabilities
Start building your map
› Bring the customer journey to life by
adding your touchpoints and related
business & customer data
Analyze
Identify what’s most important to your customers
and business & what creates or detracts from
value and drives loyalty
Create different views of data
Use charts to help visualize & understand
customer experiences
Score your touchpoints & develop and prioritize
action plans
Build a compelling case for change
Present
Prefer Using Touchpoint Dashboard’s
› Presentation layer to create compelling
stories to share
› Sharing options to share the whole
map or custom-tailor specific map
views & reports and share only what’s
most relevant to your audience
› Notes capability to socialize the map
with stakeholders
6
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7. Steps to build a Journey Map
• Develop recommendations & create roadmap for change
• Share findings & establish a plan to monitor & manage progress
• Identify your map’s scope & scale and your mapping method & team
• Create/obtain necessary mapping resources & materialsPlanning
• Schedule & conduct any new customer research/interviews
• Collect, organize & review all map ingredients
Data
Gathering
• Create a framework for journey map
• Add touchpoints & plot the customer journey; refine & validate
• Synch metrics, customer data & collateral with touchpoints
Map
Creation
• Collaborate with the mapping team & analyze map
• Rank & prioritize opportunities & identify the needs
Identify & Analyze key
findings & Actionable
Insights
• Conduct deep drills & analyze results
Investigate Issues &
Opportunities
Present your Findings
& Plan for Continuous
Improvements
7
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8. 8
Remove the Pain Points Raise the Bar
Start Earlier, Finish Later Remove the Unnecessary Steps
› Identify the points where your customers are
having a hard time
› Start ranking the pain points in your customer
journey and then attack them one by one
› When your customers are generally happy throughout
their experience with your service or product, don’t stop
there- always try to raise the bar and deliver an
experience that exceeds the expectations
› Wherever you can, remove any unnecessary steps
required to perform an action
› Focus on minimizing the effort (time, cost, number of
steps, reasoning) that your customers need to take in
order to enjoy the core of your service or product
› Usually, the customer journey is mapped from start
and end of the interaction with your service or
product
› Try creating an impact on what happens immediately
before and after the experience the customer has
with you
How to
improve the
Customer
Journey
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9. Benefits of Customer
Journey Map
9
Understanding Increase shared understanding and get your entire organization on the same page
Empowerment Empower all employees to think of the next big, disruptive idea
Agility Respond quickly to changes in customer demand or expectations
Excellence Create moments of delight for your customers that keep them coming back for more
Visibility See how your customer experience is impacted by behind- the- scenes operations
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10. Customer Experience Mapping Icons Slide
10

11. 11
Additional
Slides

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FY' 17 FY' 18 FY' 19
MarketSize(inmillion)
Product 1 Product 2 Product 3
Combo
Chart
12

13. 13
Name Here
Designation
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Name Here
Designation
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Name Here
Designation
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audience's attention.
OurTeam

14. 14
Our Goal
Vision
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Mission
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Goal
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15. Magnifying Glass
15
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16. 16
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Idea
Generation

17. Financial
17
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Minimum
$30
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Medium
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Maximum
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18. Your Most Unhappy
Customers areYour Greatest
Source of Learning.
_Bill Gates
Quotes
18

19. 19
Address
# street number, city, state
Contact
0123456789
Email Address
emailaddress123@gmail.com
ThankYou