A customer journey map visualises the end-to-end experience a customer has with an organisation, stages, actions, emotions, touchpoints, and pain points, to find where to improve. This is the Customer Journey Map from the Stratenity Library, a governed consulting deliverable that is already built for you. It gives your team the full working method for customer journey, and it walks through everything from scoping and choosing the journey to emotion and the experience curve. Every asset ships with a worked client example, a clear RACI, defined KPIs, and governance you can defend, so your team adapts it to a live client engagement instead of starting from a blank page.
What this map covers
This is a preview of the full deliverable. Inside the Stratenity Library, this map walks a consultant through the complete method, section by section, with a worked client example threaded throughout.
- Why Map the Journey
- Anatomy of a Journey Map
- Scoping and Choosing the Journey
- Research Inputs and Evidence
- Current-State Mapping
- Pain Points and Moments of Truth
- Emotion and the Experience Curve
- Future-State Journey Design
- Opportunity Prioritisation
- From Map to Action and Ownership
- Keeping Maps Alive
- Applying a Journey Map to a Real Case
- Common Pitfalls and the Deliverable Pack
Review, download, and activate in 48 hours
Stratenity Library subscribers can review this map in full, download it, and activate it into a governed, client-ready deliverable in 48 hours rather than weeks. Each asset ships with a worked client example, a clear RACI, defined KPIs, and governance you can defend.
Read the full asset on the Stratenity Library › Not a member yet? Start a free trial to unlock and activate it, or sign in if you already have an account.