Orchestrate the props, people & processes needed to support the customer throughout their journey
How to use this map
Questions prompting the use of this map:
- How do we visualize the relationship between service components that are tied to the touchpoints in our customer journey?
- Which components are customer facing & which are not; how do these relate to each other, as well as to technological & other processes?
- How do we design and coordinate our team and infrastructure for supporting the CX we want to deliver? How do we de-silo?
- How do we know we have all of the channels of delivery staffed and integrated with one another?