Combined with expert advice from our industry experts in this post, completing this template is like using a GPS device-it helps you identify every touchpoint in a customer’s journey from start to finish, and leads to a destination: great CX no matter what channels customers use.ĭiagraming these different paths customers take might include what digital channels are involved, what technology they use to get there, or where they escalate to live agents (if they do need agent assistance). That’s like this customer journey map template we’re giving you. They tell you where you are in unfamiliar places, get you from one place to another, can monitor personal movement, and more. Thanks to global positioning systems (GPS), we mastered mapping journeys.
