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 (persona). 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 service 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.Representing a customer journey will allow to describe solutions for improvement and to assess them at different dates.
See Customer Journey.