Building customer journeys with HOPEX Digital Transformation Desktop
The HOPEX Customer Journey module 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.
For more details on description of customer journey, see The customer journey in the HOPEX Business Process Analysis guide.To use the facilities for the customer journey management available in HOPEX Digital Transformation Desktop:
In the Processes navigation pane, click Hierarchy.A dedicated tree helps you to start the description of your customer journey elements.
