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Journey Mapping

Customer journey mapping to view touchpoints and unlock insights

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Customer journey mapping software

If you are looking for Customer Experience journey mapping tools, look no further than Cemantica. Create your own tailored customer Journey Maps to surface all Touchpoints with your brand, create Personas and analyze their Sentiment (customer emotions) along the journey. Easily share each map across your organization with a click to export your Maps as a PDF, Excel or image file. You're on the path to customer journey optimization!

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What is a customer journey map?

A customer journey map is a visual representation of the experience a customer has with a brand, product or service, as it is perceived and remembered by the customer. It traces the journey from the initial contact, through the process of engagement, and into a long-term relationship. The journey map helps businesses identify key customer touchpoints that significantly impact the customer’s experience with a product or service.

By mapping the customer journey and its touchpoints in a customer journey mapping tool, you focus on who your customers are, uncover customer pain points, and identify areas of improvement that will support business strategy.

The data gathered from each stage of the customer’s journey can help businesses refine their process and tailor their services to meet customer needs. A well-designed template or an automatically created map using AI can guide this mapping process, ensuring all critical aspects of the customer’s journey are considered.

In essence, a customer journey map can shape service design (Service Design Blueprint) by providing valuable insights into user and customer interactions, helping businesses improve their offerings and strengthen their brand.

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Journey Portfolio Management Guide

Your step-by-step on creating customer journey maps

Now with AI-infused customer journey mapping software such as the Cemantica platform, you will bring your journey maps from sticky notes to life as part of your daily work for improved customer journey visualization and easily collaborate with the different stakeholders across your company, with dedicated Workspaces. Remember at each stage of the process you can ask Alex, Cemantica´s AI assistant, to save you time in your journey mapping work.

Create persona

Create customer personas

Personas are fictional characters that represent different customer segments within a targeted demographic, attitude or behavior set depicting specific customer profiles.

Journey map

Start mapping customer journeys

Define all your Customer Journey stages, associate an image and provide a meaningful description in an easy-to-use format.

Interaction action

Customer interactions in action

You’ve set up your Customer Journey stages! Now start listing your customer interaction Touchpoints, identify the preferred and supportive communication channels and mark the moments that matter with stickers.

Gain insights

Gain insights

Based on the analysis of the Interactions in each Touchpoint produce Insights such as pains, gains and supportive evidence that will clarify what customers potentially think and feel across the journey stages.

Customers feel

Connecting feedback data to your journey map

Seamlessly integrate feedback data into your Journey Maps in real time to help identify business drivers, areas of friction and levels of satisfaction

Connect business goals

Link business goals and the customer journey

Connect and integrate your Key Performance Indicators to every journey stage to measure the Impact the journey optimization scenarios are going to have on business performance.

Map internal processes

Map your internal processes

Get a clear picture of the operating model related to the customer journey, i.e. systems, departments, processes (Service Blueprint) involved in each stage - identify the potential internal issues within your company.

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Customer journey mapping templates

Alex, our AI assistant can help!

Flexibility and efficiency are both equally important when creating customer journey maps and personas, that's why starting from a customer journey mapping template is so useful.

Using a Customer Journey Map Template helps Customer Experience, Product Management and Service Design teams to get started quickly and to align with company guidelines from the beginning.

In Cemantica, in addition to starting from scratch, users have the option to save time and use our choice of Journey Map Templates or to select Organization Templates that will have already been defined and structured by your company.

If you want to go even faster, why not ask Alex, our AI Assistant, to create your journey map by using natural language prompts and selecting the components you want included including Stages, Touchpoints, Insights, Opportunities and more. 

Watch the video for a quick overview.

How to Build a Journey Map with AI Crafting Journey Maps with AI Blog
Cemantica Journey Map Templates

Customer journey maps real life examples

Getting inspired to create your customer Journey Maps is certainly helpful, so in Cemantica you can optimize your work further by seeing what´s possible with pre-configured sample Maps and Personas by various industries and roles.

Each sample Journey Map illustrates the choices you have in terms of Persona, and all lane types such as: Stages, Interactions, Touchpoints, Gains, Pains, Insights, Sentiment map by Persona, Opportunities, KPIs, Solutions and Actions.

Journey Map Example
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How does a user journey map help product and service design?

User journey maps help teams understand the end-to-end journey from the user’s perspective in order to improve their experience with your products and services including UI and UX.

In much the same way as customer journey mapping supports customer experience optimization, we can apply the same approach and reap the same benefits for product management, service designers and other types of end users.

For example, product teams can use insights from the journey map to help plan and prioritize the product roadmap, fixing features that cause friction or to inform product development reflecting user wants and needs. In the interest of agility, ensure you keep your user journey map updated to reflect changes in user behavior and product updates. Ensure you make use of journey map integration, by ingesting key user data from your product analytics to layer into your feedback and sentiment analysis.

Service Design Blueprint in Customer Experience Journey Mapping

You’ve developed your customer journey maps to focus on the Customer Experience as they interact with your brand. But let’s go deeper to look at how CX combines with your internal processes, technologies and activities behind-the-scenes to help you understand the impact each one has as you move forward to optimization. Service Blueprints are particularly useful during the design and improvement stages of service development.

A Service Design blueprint is a visual tool that helps organizations design, analyze, and improve their operating model by providing a detailed view of all the interactions and processes involved.

Key elements of a Service Blueprint Journey Map

By using a Service Design Blueprint in the Cemantica platform, you can move toward improved service quality by visualizing the entire service process, clarifying responsibilities and relational dependencies, and address inefficiencies and pain points felt by both employees and customers. Involving different cross-functional teams in the blueprinting process fosters communication and collaboration and leads to better resource allocation to match customer needs.

  • Physical evidence: Tangible elements that customers and employees come into contact with, such as locations, websites, receipts, and emails
  • Customer actions: Steps taken by customers during their interaction with the service
  • Frontstage (Onstage) actions: Activities performed by employees that are visible to the customer
  • Backstage actions: Activities performed by employees that are not visible to the customer but are essential for service delivery
  • Support processes: Internal processes and systems that support the service delivery but do not involve direct interaction with the customer
Service Blueprint

Journey portfolio management

Developing and managing multiple customer journey maps according to different levels, strategies, locales, products and audience is part of proactive journey management.

Creating a Journey Atlas (the inventory of journeys) is best practice to help organize, prioritize and visualize multiple customer journeys. It creates a strategic, holistic view of what matters to customers to help companies connect journey maps and their contents, spot common trends and find shared values across journeys.

As an all-in-one platform, Cemantica aligns your entire Journey Management program, making it easy to work on, collaborate and analyze your journey maps. Go further with our Enterprise package, start a free trial now.

Journey Portfolio Management Video Download the Methodology Guide
Journey Portfolio Management
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Free journey mapping tool subscription

Are you just starting out in Customer Experience or do you want to try out mapping customer journeys but have limited resources?

Did you know you can start mapping customer journeys and creating personas immediately and for free? Cemantica brings you a free forever subscription to Standard Journey Mapping for up to 10 users, you can start immediately and with no obligation.

Let us help your business optimize your Customer Experience without barriers, achieve those quick wins and develop your Journey Management approach. Build and share your maps with your stakeholders, and benefit from free online training to get started on easy-to-use features grounded in proven methodology.

Once you open your customer journey mapping tool you have sample data to help get you started, you have unlimited Journey Maps and customer Personas to create and develop with your team.

So, go ahead now for immediate access, your customers and brand will love you for it!

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Clare white

Connected CX

Cemantica has been an invaluable tool for our team. Its user-friendly interface makes managing customer journeys and experiences a breeze. Moreover, the support and collaboration with the Cemantica team have been exceptional, ensuring we always get the most out of the platform. Highly recommended for any business looking to enhance their customer experience management.

Clare White

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Let’s make this happen. Bring your Customer Experience strategy to life with Cemantica

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