Thursday 3 April 2025

How to Use Customer Journey Mapping to Drives Customer Experience Initiatives

Although customer journey maps can indicate processes of improvement to eliminate customer pain points (we need to go from not meeting expectations to meeting expectations), a journey map also needs to be used to initiate CX initiatives that are “differentiated” – that set us apart from our competitors. These initiatives are what drive Brand Loyalty and, in turn, build and sustain long-term relationships with customers, retaining them.