Are you considering creating a customer journey map for your business? If so, you’re not alone. The fact is that we’re living in a time of unprecedented innovation and change. With every new business model or ground-breaking digital product, customer expectations are rising and with them, the need for customer-centric strategies.
Enter the customer journey map. A long-standing weapon of the design thinking movement, journey maps have enjoyed a dramatic rise to popularity over the last 5 years. Seemingly overnight they have become the solution to all of your customer experience woes, or so it would seem. The truth is that they are incredibly valuable when applied with the correct mindset, to the correct problem, but they aren’t a silver bullet.