CUSTOMER JOURNEY MAPPING

Design a journey that leads to a delightful destination.

10 Lessons from Customer Experience Transformation 01:39

Journey maps, when used properly, are an excellent tool in helping organizations determine where to make improvements.

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At Strativity Group, we believe it is critical that experience assessments include both the customer and employee perspectives:

CUSTOMER JOURNEY MAPPING

We identify all aspects of the Customer Experience throughout an organization.

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B2B Customer Journey Mapping

Business to Business marketers often mistakenly believe that customer experience is irrelevant to B2B relationships. When you consider the size and longevity of your typical client relationship, customer experience is even more critical. Your B2B customer, as a human being, shares the same expectations as a "consumer", with several characteristics unique to the B2B buyer experience. Multiple stakeholders, influencers like the purchasing department, or the VP of Finance, and even the end-user of your product or service, represent a different perspective and interest that must be considered in the B2B Customer Journey.

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Customer Journey Mapping – Doing It Right

January 1, 2014 by Lior Arussy |

A recent Forrester Research report discusses a customer journey mapping phenomena that Strativity Group has also experienced in recent years. Many companies show interest, jump on the bandwagon and create a map detailing the complexities of their customers’ journey.  Then […]

Customer Journey Mapping – Doing It Right, Part II

January 2, 2014 by Michael Starr |

Customer Journey Mapping (or Customer Experience Mapping) has become the fad du jour of the customer experience world. Companies around the world are mapping their customers’ journeys either on their own or with the help of consulting firms like Strativity Group. […]

Customer Journey Mapping – Doing It Right, Part III

January 3, 2014 by Ed Murphy |

Customer Journey Mapping (Customer Experience Mapping) – What is it and what does it provide? There are numerous articles and papers on customer journey mapping that describe it as a tool that allows for identification of Moments of Truth or […]

2014 Customer Experience in Action Study – Executive Summary

March 27, 2014 | pdf

Few companies are using customer experience as a means to differentiate themselves in the marketplace. Most companies are struggling with getting the basics right: speed, personalization, cost, simplicity and having a complete solution – the transactional needs. To be competitive, […]

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Please feel free to get in touch for more information on how we can help you:
+1 201.808.8500     info@strativity.com

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Strativity Group, Inc. is a global customer experience research and consulting firm specializing in driving employee engagement, performance and cultural transformation. We define success by a single word: Execution.


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Strativity Group, Inc. is a global customer experience research and consulting firm specializing in driving employee engagement, performance and cultural transformation. We define success by a single word: Execution.


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Thank you for visiting Strativity.com!

Strativity Group, Inc. is a global customer experience research and consulting firm specializing in driving employee engagement, performance and cultural transformation. We define success by a single word: Execution.


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Please enter your Name and Business Email Address to receive your instant download: