Level up your journey mapping skills | Custellence Help Center

Case Study #1 How to capture the customer context

Does mapping only the touchpoints help us understand and meet the needs of the customer? Or discover new opportunities?

Written by Sabina Persson
Updated over a week ago

Case Study #2 Implementing a new digital channel (chatbot)

Scenario: Online retailer

Written by Sabina Persson
Updated over a week ago

Case Study #3 Stepping into your customer's shoes

The importance of finding the moments of truth in a patient journey

Written by Sabina Persson
Updated over a week ago

Case study #4 Where does the customer journey start and end?

Scenario: Moving house, energy company

Written by Sabina Persson
Updated over a week ago

Create themes and storylines in a customer journey map - a great way to convey your message

Connecting insights, pains, and solutions by creating a vertical storyline in a customer journey map.

Written by Sabina Persson
Updated over a week ago

How do I convince people not experienced with journey mapping to use tools - like sophisticated ones like Custellence?

Written by Sabina Persson
Updated over a week ago

Should I draw a third customer journey to bridge the gap between the “as-is” and the “to-be” map?

Written by Sabina Persson
Updated over a week ago

Is it right or wrong to use assumption based improvements and test them in a pilot setting?

How much customer research is enough in a customer journey map?

Written by Sabina Persson
Updated over a week ago

How do I get the different detail levels right in a customer journey map?

When should you dig deep into the steps in customer journey, and when is a higher level of detail enough?

Written by Sabina Persson
Updated over a week ago

How do you manage stakeholders to create a successful journey mapping environment?

Here are some key take-aways on how to make sure to involve the right people and succeed with your journey mapping.

Written by Sabina Persson
Updated over a week ago

What is the difference between steps and actions in a customer journey map?

Phases, steps, situations or activities – how do I define what takes place in a customer journey?

Written by Sabina Persson
Updated over a week ago

How do I create a customer journey eco-system?

Avoid making a super-detailed map with every step in the journey - that will result in a big hairy monster of a map! Instead, do this.

Written by Sabina Persson
Updated over a week ago

Should I put all touchpoints in a single lane or do I put them all in separate lanes?

Here is a piece of really good advice on how to deal with all your different touchpoints in a journey map.

Written by Sabina Persson
Updated over a week ago

Who should own the customer journey?

And who should be responsible and accountable for it?

Written by Sabina Persson
Updated over a week ago

How do I deal with a customer journey that has multiple paths?

Written by Sabina Persson
Updated over a week ago

How do I deal with customer situations that I can't connect to any current touchpoints?

How do we deal with the fact that a customer sometimes has a need or wants to do something that we as an organization can't meet?

Written by Sabina Persson
Updated over a week ago

How do I know which customer journeys are the most important?

Here are some tips to help you choose what customer journeys to prioritize

Written by Sabina Persson
Updated over a week ago

I have several primary customers, how do I map their customer journeys?

Should you make one map with multiple journeys, or separate maps for each customer segments? Here are the answers.

Written by Sabina Persson
Updated over a week ago