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Mapping to Movement - Customer Journey Mapping That’s Insightful, Actionable And Valuable

Home News & Blogs Mapping to Movement - Customer Journey Mapping That’s Insightful, Actionable And Valuable
Mapping to Movement - Customer Journey Mapping That’s Insightful, Actionable And Valuable

With the surge in data gathering over the past decade, organizations are now collecting enormous amounts of data, managing countless documents and assets, and engaging with individuals via numerous touchpoints. This frequently results in complex systems that can be difficult and time-consuming to navigate. The typical customer journey crosses multiple departments, teams, and touchpoints, and individuals want to be able to move freely and easily between them.

However, internal organizations and structures have often been slow to catch up with this fundamental shift. Operational silos often disrupt the flow of information, resulting in inconsistent and frustrating experiences for customers and inefficiencies in processes. EDC’s Customer Journey Mapping (CJM) solution helps eliminate these bottlenecks by facilitating detailed and comprehensive mapping and helping to identify blockages. The solution’s capabilities go beyond those of traditional CJM tools by ensuring all customer journey maps are actionable and organizations gain a better understanding of the customer journey, while having access to the tools required to make changes and improve the overall customer experience.

Silos are barriers to seamless CX

Interactions with complex organizations often require individuals to engage with several teams and departments to complete any given task. For a smooth customer experience, as well as organizational efficiency, individuals and information must be able to flow between these organizational units freely.

Silos can prevent this movement, resulting in important information being overlooked or forcing the customer to repeat processes and resubmit details. Organizational silos make collaboration difficult and regularly mean teams duplicate efforts, wasting time and resources and delaying services. In the worst cases, they can break key processes, making it difficult or impossible for customers to complete a task successfully and preventing organizations from meeting their needs.

Overcoming obstacles to change

Traditional CJM tools offer partial solutions to the problem by helping organizations identify bottlenecks and inconsistencies in the customer journey. Gaining visibility into how customers interact with touchpoints and the relationship between them, allows companies to see where improvements can be made and why particular processes are causing friction.

However, these tools only get you part of the way. While traditional CJM tools give you a map to work from, they don’t get you moving or help you implement the changes required to remove silos and improve CX. In many cases, organizations create a comprehensive customer journey map but struggle to make practical use of the information it provides.

Using CJM to implement change, remove blockages and drive improvements

EDC’s CJM solution differs by introducing features that enable organizations to actively engage with their customer journey map, facilitate cross-team collaboration, and implement practical changes. It achieves this in several ways:

Create

The tool includes an intuitive drag-and-drop interface for map creation, enabling users to create clear and comprehensive maps that reflect the actual customer journey. Custom design options give users control and ensure maps aren’t restricted by digital design constraints. Multiple stakeholders can collaborate to create the map, allowing organizations to draw on expertise from all departments and teams and improving mapping accuracy.

Connect

The EDC CJM solution allows users to connect assets to particular steps in the customer journey, bringing it to life and ensuring clear, consistent, and efficient messaging. Whether it’s contracts, emails, images, videos, or forms, these documents enhance oversight and ensure nothing is hidden from view. With greater transparency, it becomes significantly easier to identify process issues and rectify them.

Collaborate

This solution also includes collaboration features that encourage teams to share real-time feedback, highlight concerns, request changes, and make comments. Specific stages in the customer journey can also be assigned to individuals or teams, improving accountability. By facilitating CJM collaboration, the EDC solution ensures buy-in from across the organization and overcomes many of the challenges associated with cross-department processes. Encouraging collaboration is a key step that helps companies move from understanding the customer journey to making changes that improve it.

Act

As the EDC CJM solution connects directly with touchpoints and assets, it allows designers and other users to make changes quickly. All the relevant information is readily available, removing barriers to change and enabling greater organizational agility.

EDC empowers organizations to improve customer journeys

EDC’s CJM solution goes beyond the scope of traditional CJM tools. It transforms static maps that are difficult to action and resistant to change into dynamic resources that help organizations identify bottlenecks and empower them to implement necessary improvements.

Historically, CJM tools have struggled with the same challenges they attempt to resolve. Creating an effective customer journey map requires collaboration between departments, teams, and individuals who are often physically or organizationally separated and find it difficult to work together. Actioning the insights gleaned from process mapping requires an even more concerted and coordinated effort. EDC’s CJM solution provides organizations with powerful mapping tools, practical collaboration features, and the ability for users to make rapid changes. This aligns teams, breaks down bottlenecks, and maximizes the value of customer journey maps. In doing so, it has the power to deliver better customer experiences and improved efficiency, a win for organizations and their customers.

Learn more about EDC’s CJM solution.