Service Management

Customer journey mapping

Understand your customers

One of the main challenges is to provide services that match what is in demand. Often, customer expectations do not match the experience of either acquiring or receiving support.

A well-proven and effective method that ensures a better match between the delivery organisation’s “touchpoints” and the service recipients’ behaviour is to map the customer journey.  Also called “Customer Journey Mapping”.

Selected services and products:

  • Training in and implementation of Customer Journey Mapping
  • Preparation of templates
  • Preparation of action plans and assistance in executing the same (project management)
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