Gartner Research

Ignition Guide to Building a Customer Journey Map

Published: 21 March 2017

ID: G00341162

Analyst(s): Market Insights and Analytics Research Team

Summary

This guide includes documents that will help you understand the customer journey from their perspective, and identify and prioritize journey improvement initiatives.

Table Of Contents

Overview

Steps

Before You Start

Common Pitfalls and Keys to Success

Step 1 of 3: Lay the Groundwork for Customer Journey Mapping

Tasks

Step 2 of 3: Create/Refine the Customer Journey Map

Tasks

Step 3 of 3: Identify Journey Improvement Opportunities

Tasks

Review Your Performance

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