Short presentation on Touchboard Dashboard, customer journey mapping and their use in customer experience management

1. Customer Journey Mapping
with
Designing
Services.
Energizing
Change.

2. BUSINESS
CARD
FORMS
SOCIAL
and A customer is surrounded
MEDIA by touchpoints
DOCS
SALES EMAIL
TEAM
CREDIT
CARD
ADVERTISING
FRONT
HELPDESK WEBSITE
DESK

3. These touchpoints are where interactions happen
throughout the customer’s journey
Get
Attract Inform Buy Deliver
support
FRONT EMAIL
SALES WEBSITE FRONT
ADVERTISING TEAM DESK
DESK
FORMS HELPDESK
BUSINESS CREDIT
CARD and CARD
WEBSITE DOCS Website
SOCIAL
MOBILE MEDIA

4. A journey
which can
be mapped
SALES
ADVERTISING WEBSITE
TEAM
WEBSITE MOBILE
CREDIT FRONT
CARD DESK

5. This is a
source of
inspiration
to design
an improved SALES
ADVERTISING WEBSITE
experience TEAM
WEBSITE MOBILE
CREDIT FRONT
CARD DESK

6. CUSTOMER JOURNEY MAPPING
PROCESS
Always based on field
research and talking to
real customers
Participative workshop
using sticky notes
Very powerful to gain
insights

7. But now what ?
Many hours spent drawing
– not on strategy and
execution
How to ?
Make it a continuous
process and not a one time
exercise ?
Move beyond static output?
Share and administer
updates?

8. TOUCHPOINT DASHBOARD
helps to present, organize, prioritize, share,
measure and prototype the customer
experience for better decision making

9. Touchpoints and their Attributes
Identify Touchpoints,
the moments of engagement with
the customer
Map the cognitive
and emotional
experience and
other Attributes

10. Find Pain Points, Best Practices,
Moments of Truth,
and indicate using Stickers from Icon
library!

11. Track the implemention of actions with Report & Chart View
Reports are simple spreadsheet-style
views of touchpoints and attributes
Import, Export, Share & Print

13. Kite Consultants
We provide insight
We inspire
We give guidance
jurgen.tanghe@kiteconsultants.eu
www.kiteconsultants.eu
@jurgentanghe / @Idkite
Rijnkaai 98, 2000 Antwerp
Belgium