Today we’re going to talk about why customer journey mapping matters, and how it can improve customer loyalty, and drive other customer and business outcomes.

To help me discuss this topic, I’d like to welcome Percy Rose, Customer Success Strategy Executive, Hewlett Packard Enterprise.

RESOURCES

Hewlett Packard Enterprise website: https://www.hpe.com

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SYNOPSIS

In this episode, the guest speaker emphasizes the crucial role of gathering customer data and understanding their goals and desired outcomes in order to create a successful customer journey map. They stress the importance of conducting persona work and gathering strong intelligence about the customers before starting the mapping process. This includes understanding the key individuals in the tech industry such as heads of infrastructure and operations, CTOs, and CIOs. By understanding their goals, how they are measured, and their desired outcomes, organizations can engage in meaningful conversations with customers and gather the necessary information.

The guest speaker also highlights the need to directly communicate with customers rather than relying solely on survey data. They believe that simply collecting survey data is insufficient and that skipping the step of talking to customers is a significant oversight in the customer journey mapping process. By engaging in conversations with customers, organizations can gain valuable insights into their experiences and preferences, which can then be used to create an accurate and effective customer journey map.

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