Customer Journey Mapping
Customer experience is a journey. Our customer journey mapping empowers your brand to find its way across the digital landscape, guiding your customers to the right destination every time.
Mapping Your Customers’ Journeys from Start to Finish
Customer journey maps help you identify exactly how your customers are engaging with your brand. Visualizing specific customer touchpoints allows you to optimize your CX for better results.
Get a bird’s-eye view of the customer experience and learn when, why, and how a customer needs support.
Dive into the Customer Mindset
Speaking the customer’s language requires a detailed understanding of the journey, from the first hello to the last satisfaction survey. Contactpoint 360 consultants can help you explore the mindset of dozens of customers at every stage of that journey.
Grow Holistically
Optimizing processes requires knowing where opportunities lie. Journeys provide a holistic view of customer experience — allowing us to optimize communication, training, retention, and almost every other process at your contact center. Efficiently and effectively serve every customer’s needs, every time.
Develop a Plan
Help your organization target key areas for improvement and exceed customer satisfaction. Our consultants walk you through the development and documentation of individual customer personas, identifying specific pain points and creating action plans for a more personalized experience across all channels.
Enhance Performance
When you understand the journey, you’re better equipped to be a guide. That’s where ContactPoint 360 comes in. We identify ways to make the customer lifecycle more efficient — reducing waste, enhancing product flows, and improving KPIs.
Optimize Customer Experience
Customer journey maps give you a fuller CX picture, allowing for more targeted communication. Today’s customer uses up to 10 communication channels. Understanding where your customers are interacting with your brand the most allows you to optimize your channel mix and better balance customer volume.
Engineer Customer Contact
Journey maps make intake a more natural process. Our specialists and consultants mix AI, software, and training on multiple touchpoints based entirely on your specific journey.
Improve Data Quality
The customer journey creates vital metrics centered around customer satisfaction. We help you collect and process data throughout the customer experience, intelligently driving analytics and efforts to increase satisfaction — and retention.
Secure Processes
Find areas where customer contact creates potential security risks. Shield mission-critical processes from prying eyes with the help of our security specialists.
Increase Employee Satisfaction
Journey mapping reveals areas most in need of improvement, and this benefits your whole organization. Identify which tasks you can replace with automation, giving time back to your customer service professionals. They’ll be able to spend that time doing what they do best: providing top-notch interactions.
Look Toward the Future
Plan future improvements based on periodic customer journey mapping. A journey map creates a stable operating state, but it also keeps you informed: you’ll always be able to respond to changing customer expectations. Predictive models help identify future inefficiencies, letting you know what you’ll need in order to scale.
With the help of customer journey mapping, you can maximize the ability of every person, process, and technology — creating a stellar customer experience and building lasting relationships.