Building intuitive Customer Journey Maps - Building Business Capability

Building intuitive Customer Journey Maps


Friday, May 12, 2023


9:00 am



Alliance 313


The Digital transformation of businesses has led to numerous customer touchpoints, opportunities, and channel of communication for interaction with business. The pandemic has changed the way we operate – remote working has become a norm. We have curated a intuitive customer journey framework comprising of 6 different stages that start with Analysis, building personas, identifying touchpoints, conducting workshops, documenting pain points along with continuous monitoring.

We bring our experience on how BAs can leverage best practices and play a key role in creating an empathy map, journey map, running remote workshops, using varied tools across stages along with avoiding common pitfalls such as inherent biases. The framework that have we put together will help BAs conduct seamless workshops virtually and streamline the creation and maintenance of Customer Journey maps, thus helping organizations to understand their customers better and provide enhanced CX.

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