What is Customer Journey Map?
A visual account of how a customer pursues a goal across stages, channels, and interactions with an organization. It connects observed actions with questions, expectations, emotions, and friction, so teams can improve the experience from the customer's perspective.
My perspective
In practice
I start with a specific customer and goal, then build the map from interviews, observation, and service data. Mapping the current experience before proposing an ideal one helps separate evidence from assumptions. Each improvement needs an owner and a way to check whether the customer experience actually changed.