![]() ![]() The goal of customer journey mapping is to improve the customer experience and guide their interaction or transaction with your service or product by delivering what they need at every stage. It’s also often known as experience mapping. What is the purpose of customer journey mapping? What is customer journey mapping?Ĭustomer journey mapping is the process of stepping into your customers’ shoes to understand customer personas, needs, goals, attitudes, and pain points. Learn more about journey mapping basics below. I’ll highlight a few of the best tools, and I’ll answer common questions about customer journey mapping and the tools used in the process.
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