WE'RE MASTERS OF MAPPING THE CUSTOMER JOURNEY

We have led mapping initiatives for over 50 organizations across pharmaceutical, financial services, retail, hospitality, medical device manufactures, and health insurance providers. 

We bring the expertise into your organization to help you identify, define, and map your customer journey.

Customer journey mapping provides an outside-in view, that is, from the lens of customer. Done right and combined with Experience Impact Research, mapping prioritizes the moments that matter and identifies experience gaps to better drive customer loyalty, advocacy, and profitability.

Mapping the customer journey is foundational to a customer experience - however, knowing which touchpoints are the moments that matter is critical for journey management and customer-centricity.  We provide in-depth qualitative and quantitative research to validate your customer journey, identify delivery gaps, explore unmet needs, and prioritize the moments that matter. We gather insights from both your customers and employees to quantify delivery gaps between customers’ needs and the current experience, as well as gaps between your employee experience perceptions and the actual experience delivered. 

EX/CX Strategic Edge offers mapping services ranging from workshops to in-depth evaluations.