Touchpoints are multiplying at an exponential rate. Today's customers decide whether they want to interact with companies via their mobile phone, desktop computer, or in a branch office. And particularly in the digital world, this happens around the clock. In other words, customer behavior has become more complex and diverse and can no longer be mapped in conventional life cycles. In addition, customer expectations have risen. Today, customers no longer simply demand a product, but also an experience. As a result, personalized communication and targeted individual interaction are indispensable.
Customer Journey Mapping analyzes customer behavior at various touchpoints to identify patterns and determine who is using which channel for what purpose. The patterns are then visually displayed so that needs are identified as "moments of truth." From there, you can define micro-journeys around these moments, which are gradually brought together to form an overall experience that is continually optimized by analyzing the reactions. The optimized journeys are mapped on a platform that contains all channels so they can be automated and operationalized without great effort.