A customer journey map. The rows in the center of this map clearly focus on the positive and negative experiences of the individual as a customer of the organization. And there is a decision point in the middle.
By Kathleen Hoski and Phil Goddard Journey maps are emerging as a key tool for managing enterprise customer and user experience programs. If you're new to customer experience you may be wondering what a journey map is, while more experienced UX/CX pros often have strong positions on what a journey map is and