Customer Journey Management

Unlock the Full Potential of Your Customer Experience with Our 7-Phase Customer Journey Management Toolkit

At Milkymap, we’ve developed a 7-phase Customer Journey Management Toolkit, empowering organizations to model, analyze, and optimize their customer journeys while training internal champions. Our unique 'showing', 'doing together', and 'doing independently'—ensures your team masters the process while gaining hands-on experience.

Here’s why your organization can’t afford to miss out on this powerful toolkit:

What is the 7-Phase Customer Journey Management Toolkit?

The 7-phase Customer Journey Management Toolkit provides a structured process that enables organizations to independently map and optimize customer journeys from start to finish. It also includes a framework to train Customer Journey Champions who can manage these projects internally. Using the 'showing', 'doing together', and 'doing independently' method, we demonstrate the process, collaborate with your team, and finally guide them to execute it on their own.

What Can You Achieve with the 7-Phase Toolkit?

• Structured Journey Management: Follow a comprehensive, 7-phase process, from initial scoping to implementation support.
• Champion-Led Improvements: Train internal champions who lead journey management projects independently, ensuring ongoing CX improvements.
• End-to-End Optimization: Improve customer experience across every channel and touchpoint, backed by data-driven insights.
• Real-Time Insights: Gain a deeper understanding of customer emotions, needs, and pain points, allowing you to optimize journeys effectively.

Why Choose the 7-Phase Toolkit for Your Corporate Needs?

• Self-Sufficient Journey Management: Equip your team with the skills and knowledge to manage customer journeys long after our initial training.
• Proven Framework: Our 7-phase process is based on the Double Diamond Service Design methodology, proven over 10 years in various industries.
• Actionable Insights: Pinpoint areas for improvement through a deep dive into customer behavior, emotions, and motivations across touchpoints.
• Holistic Approach: Map journeys from the customer’s perspective, incorporating emotions and contact reasons for a truly customer-centric view.

Overview of the 7 Phases in the Toolkit:

• Scoping & Kick-Off: Define the goals, scope, and key participants of the customer journey project. A clear plan ensures alignment and minimizes disruptions later.
• Empathy & Insights: Understand the customer's world by gathering insights through interviews, data analysis, and customer observations, highlighting key emotions and pain points.
• Current Customer Journey: Visualize the existing customer journey across all channels and touchpoints, identifying where customers experience frustration or satisfaction.
• Future State Customer Journey: Design an ideal customer journey by envisioning improvements that enhance customer satisfaction and operational efficiency.
• Improvement Session: Prioritize actionable improvements with your team and determine which changes will have the biggest impact on the customer experience.
• Prototyping: Develop tangible prototypes of new journey improvements and test them with real customers to validate the changes before full implementation.
• Implementation Support: Ensure smooth execution of improvements with ongoing support, tools, and feedback to guarantee long-term success.

Why Milkymap?

We have over 10 years of experience applying the Double Diamond Service Design framework to customer journey management. This model allows for both divergence (exploring customer pain points) and convergence (focusing on solutions). Our 7-phase approach has been successfully implemented by leading organizations such as T-Mobile, ABN AMRO and Vattenfall.

Ready to Train Your Champions and Transform Your Customer Journeys?

Book a demo today or schedule a consultation call to learn more about how our 7-phase Customer Journey Management Toolkit can empower your team and optimize your customer experiences.

Start your journey towards a customer-centric organization with Milkymap!