A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool. In this light, customer journey mapping tools include a variety of communications methods that empower the “customer experience doctor” to present the diagnosis to stakeholders in an easy-to-understand way.
The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t lead to an increase in customer loyalty or company earnings if your journey mapping process is flawed.