The Current-State Customer Journey Mapping Process

• Understand the objectives of the mapping initiative
• Define Scope
• Collect and evaluate existing Customer data and research
• Hold Journey Mapping Workshops to create target map
• Make your journey map visually compelling
• Socialize and Activate

Customer Journey Map

Assess the Customer Journey and identify and document all your customer touchpoints.

• Pre-purchase touchpoints, Purchase touchpoints, Post-purchase touchpoints
• Present state customer journey and Desired state customer journey