Customer journey mapping tools can help companies improve CX by analyzing customers’ paths across web, mobile, and physical channels. These tools support various capabilities, from simple collaborative diagramming to more automated tools baked into full-fledged customer experience platforms.
Sharang Sharma, a Vice President at Everest Group, said enterprises looking to scale customer journey mapping practices should also consider how new tools can align with a single integrated platform as an authoritative source of customer data. This requires establishing clear procedures to ensure regular updates of customer journey maps based on additional data and insights.
