There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. Journey mapping allows organizations to better understand the interactions and relationships that various audiences share with you, which allows you to create Experience Improvement (XI). Here are three quick reasons why journey mapping is essential:
- Optimizing Program Investment
- Expanding Your Program
- Figuring Out What Comes Next
Reason 1: Optimizing Program Investment
Understanding which touchpoints your audience uses and why they may or may not be functioning well is key to optimizing program investment. You can use employee and customer journey mapping to identify those touchpoints, listen in, and gather quantifiable data that proves your program’s success. The end result of this element is being able to go back to the boardroom with hard numbers, which goes a long way toward getting more funding for your program’s next cycle!
Reason 2: Expanding Your Program
When you map your journeys, you get a much better idea of which stakeholders need to be involved in your experience world. Employee and customer journey mapping is therefore a great way to rope new departments and teams into your program. This process also gives your entire organization a holistic, 360-degree view of your audience, which gives everyone a chance to work off of the same profile and create a more united brand mission.
Reason 3: Figuring Out What Comes Next
Sometimes, it’s good to stop and take stock of your CX program. If you’re not sure what the next stage of that program looks like, journey mapping can help tell you. This process gives everyone a full view of the customer or employee journey, which means that you can deduce what needs to come next in order to meaningfully improve your experiences.
With all of that in mind, how can organizations like yours start or refurbish the employee or customer journey mapping process? Click here to read Stacy Bolger’s full-length point of view on journey mapping. She’ll take you through more reasons you should journey map if you aren’t already, and some best practices on how to get started in the most beneficial way for you, your customers, and your employees!
