Presentation of Touchpoint Dashboard, the Customer Journey Mapping webbased software tool for Customer Experience Management and Service Design.

1. System Overview

2. Customer Journey Mapping
as we know it today
• Keeping 3M in business!
• Difficult to transfer
knowledge
• Time consuming to create
• Difficult to share and
administer updates
• Consultants are Expensive
• One-and-done attitude
• Tools are expensive
• Static, two dimensional
output
• Many many hours spent
drawing – not on strategy
and execution

3. Touchpoint Dashboard
• Create an organized inventory of all
company touchpoints & score them
to determine impact, cost and ROI
• Objectively audit and measure the
effectiveness and value of every
customer interaction
• Identify what’s most important to
customers, and what creates or
detracts from value & loyalty
• See how activities & processes in
one area affect the entire
organization
• Get everyone on the same page
• Build a compelling case for
change, develop smart improvement
plans and prioritize funding
Touchpoint Dashboard helps
organize, prototype, prioritize, share, m
easure, and present the customer
experience for better decision making

4. Why do Customer Journey Mapping?
A Journey Map is a powerful visual tool that outlines
the customer experience with every aspect of your
company. It can help you:
• Create an all of your touchpoints
and score them to determine impact, cost and ROI
• Objectively audit and measure the
of every customer interaction, and monitor
operational consistency
• Identify to your customers and business, and understand what creates or detracts
from value & drives loyalty
• See exactly where and when customers experience who is most impacted and how it
affects your bottom line
• See how activities & processes in one area affect the entire organization, and
• Build a , develop smart improvement plans and prioritize funding

5. This is a typical Map View
typically
represent
the
customer
journey, or
lifecycle, sta
ges
typically
represent
organization
al groups or
departments
is where you can choose your
X, Y and Z axes, colors, filters and more!

6. Touchpoints and their Attributes
are separate
moments of engagement with
the customer – each one
represents an individual
interaction, or touch
are details
behind each touchpoint –
simply click on a touchpoint
and you can enter all the
details about it here

7. This is the Report View
are
simply a
spreadsheet-
style view of
your
touchpoints
and
attributes
represent
attributes, and
can be sorted
are all your touchpoints, just as in the
map view – you can edit them here too!

8. Import / Export / Save & Print Functionality
touchpoints from your touchpoints as your touchpoints
the report view – they will a .csv file if you prefer to as a .csv file in order to
automatically be added to your create them in Excel first manipulate them in Excel
map
Click to save your map as
a for printing and
sharing!

9. This is the Charts View
to
view details
behind the
chart
are
fairly simple
at the
moment, but
stay tuned
for BIG
by selecting any two
CHANGES!
attributes to compare to one another

10. Managing your maps
Create a
brand
here!
Select to your map to Are you
make changes to your build upon what sure? OK – click
map’s structure and you have started here!
attributes

11. Sharing your maps
maps
are stored on
the main
maps page in
their own
tab
with team members
by entering their email
addresses; you can make
them editors as well as
allow them to share the
map themselves
Shows all users with
whom you have
shared your map

12. Editing map properties
Click
to Edit
can be added and
placed wherever
you like
are for
attribute
organization

13. Editing fields
The comes with a few pre-populated fields
Double click
on the
of a field to
edit its
properties
Attribute
Name, Type,
Description

14. Adding a Lifecycle Stage
Change
the
here! Keep the on
the short side. The
text will
display as a tool tip
Add a
when you hover over
it.
by
clicking
the link

15. Editing Field Types
short or long
no real
explanation needed
will generate
a check box
sorry, only
US$ for now!
is a pick-list.
(Multiple choice
coming soon!)

16. Creating checkboxes (Stickers)
can indicate Pain
Points, Best
Practices, Moments of
Truth, etc.
Choose whatever you
like from our neat little
library!

17. Stickers in Action
can indicate whatever
you like. In this case
Transferring your contacts
from your old mobile phone to
your new one is both a
Moment of Truth and a Best
Practice. Way to go!

18. Filtering
allow you to
isolate specific
touchpoints by their
attributes.
For example, here we
have filtered out every
touchpoint that isn’t a
Pain Point.
Note how the non-Pain
Point touchpoints get
stored in the
– they haven’t
disappeared!
Create multiple filters to
better understand your
customer experience in
detail!

19. All About Templates
are used as
the starting point for
every new map.
When creating a template, you
can define custom and
choice values for your maps.
Touchpoint Dashboard software comes with
one Default Template called
You can use this default template as the
starting point for your maps, or you can create
your own templates that are customized to
your needs.

20. GO GET MAPPING!