HOPEX Business Process Analysis > The customer journey > Managing the Components of a Customer Journey
Managing the Components of a Customer Journey
 
Describing persona and persona groups
Defining persona hierarchy
Creating a persona
Specifying the expectations of a persona
Entering the org-units associated with a persona
Using Business Lines
Creating a business line
Connecting a business line to a customer journey
Building a customer journey
Creating a customer journey
Creating a customer journey group
Creating a customer journey mapping
Defining the customer journey phases in tabular input mode
Describing the steps of a customer journey
Creating the customer journey steps in tabular input mode
Organizing the customer journey steps in tabular input mode
Defining the channels in a customer journey
Client expectations and painpoints
Adding persona expectations to customer journey mapping
Defining customer painpoints
The touchpoints and the business opportunities of a customer journey
Creating a touchpoint in a customer journey
Defining the business opportunities of a customer journey
Identifying a moment of truth
Creating Action Plans