Customer Journey Maps
A Customer Journey Map is a visualisation of the different interactions a customer has with an organisation. This can be generalised for all customers, or segmented by different customer types and is based on Understanding Users. Maps can be created for a single channel, but typically cover all touch points across channels.
The key aspect of a Customer Journey Map is that it conveys how customers feel at each interaction and what the desired outcome should be. NPS Survey Data or Customer Feedback is often used as input to express the emotional responses to specific interactions.