Building customer journeys
The HOPEX Customer Journey Product is used to represent the acquisition process of a product or a service by a specific customer. Mapping a customer journey provides an overview of customer expectations, painpoints encountered, and the resources used at each step of the journey. Last but not least, touchpoints, which are the points of interaction between the customer and the company, are used to measure and improve overall customer satisfaction.
A customer journey is used to describe and organize all interactions between the enterprise and a persona for a given result.A persona corresponds to a customer segment targeted by the experience of the client journey. The resources implemented to give customers the ability to interact with the enterprise and its environment, to acquire the expected results, are supported by the interaction channels.Representing a customer journey will allow you to easily identify these critical points. HOPEX Customer Journey is used to describe solutions for improvement and to assess them at different dates.
For more details on the description of workspaces, see The customer journey.