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.

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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.

ContactPoint 360 - Customer Journey Mapping
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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.

ContactPoint 360 - Customer Journey Mapping
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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.

ContactPoint 360 - Customer Journey Mapping
ContactPoint 360 - Develop a Plan

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.

ContactPoint 360 - Customer Journey Mapping
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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.

ContactPoint 360 - Customer Journey Mapping
ContactPoint 360 - Optimize Customer Experience

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.

ContactPoint 360 - Customer Journey Mapping
ContactPoint 360 -Engineer Customer Contact

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.

ContactPoint 360 - Customer Journey Mapping
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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.

ContactPoint 360 - Customer Journey Mapping
ContactPoint 360 - Secure Process

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.

ContactPoint 360 - Customer Journey Mapping
ContactPoint 360 - Employee Satisfaction

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.

ContactPoint 360 - Customer Journey Mapping
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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.
ContactPoint 360 - Customer Journey Mapping

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.

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