Renee presented on this topic at Higher Logic’s annual user conference, Super Forum.
Talk about the importance of the customer experience is everywhere these days, and it’s not just analysts or leading organizations doing the talking anymore. Delivering a consistent, low-effort customer experience from end to end has huge business benefits, but requires a fundamental organizational commitment that must cut across departments and teams.
A great way to get your organization on board to measurably improve the customer experience is to step into the customer’s shoes and experience that journey from their perspective – what your customers are doing, thinking, and feeling along the way.
Customer journey mapping will help you identify, with data, what’s working, what’s not, and will compel you to take necessary actions to improve.