Guides ยท Business
Customer Journey Mapping Basics
Map key customer journeys
This guide explains customer journey mapping: define persona and goal, list stages and touchpoints, capture customer emotions/pain points, and prioritize improvements.
- customer journey
- touchpoints
- persona
- experience map
- cx
Set scope
Choose one persona and goal (e.g., onboarding, renewal).
List stages and touchpoints
Map steps across channels with owners.
Capture emotions and gaps
Note friction points and moments of delight; quantify where possible.
Prioritize fixes
Pick a few high-impact gaps to address and assign owners.
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