Customer journey maps are currently in vogue as a methodology to help companies orchestrate and execute satisfying and profitable customer experiences. The goal is to deliver consistent, brand-affirming interactions across every touch point—from online to offline, from desktop to smartphone and tablet—and to be able to measure and tune those interactions to achieve the desired business and customer goals.
As customers increasingly seek the speed and efficiency of self-service and rely on mobile devices and other technologies to execute everyday transactions, your digital presence has likely become the focal point for all your customer interactions. This can come as a surprise to some, particularly for those companies that sell their products and services through a direct sales force, but it is a reality nonetheless.As a result of these and other trends forcing companies to reduce costs and integrate cross-channel experiences, it’s now all the more important to create a robust digital strategy that can flexibly adapt to and support business and customer needs. Siteworx experience designers are adept at helping companies develop customer journey maps from identifying customer needs, to assessing your company’s ability to fulfill them from an experience design, process and technology perspective.