The customer journey is not individual interactions or touchpoints; it is the seamless connected experience, and this is the mantra for customer experience success. But what does it mean? It means that, while it’s important to look at the individual steps and touchpoints, moments of truth, and channels of the experience, it’s more important to remember the whole journey, the entire experience that the customer has with your brand. Focusing on the entire journey affords you the ability to design and deliver an exceptional customer experience.

Download this eBook by Annette Franz, an internationally recognized customer experience thought leader, consultant, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience -and- at the Heart of your Business. Annette has 25+ years of experience in helping companies understand their customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement.

In this eBook, Annette covers:

• The importance of journey maps and how to design them
• Why and how connected data brings customer journey maps to life
• Customer use cases
• Bonus: A customer journey map template with instructions