CX: It’s about the journey, not the destination

CX: It’s about the journey, not the destination


We are in the middle of a customer-driven revolution where business as usual is often not enough to survive. Understanding the skills needed to exceed customer expectations will help businesses to thrive in this exciting, but sometimes daunting, world.

The foundation for good CX starts with having a solid understanding of the customer journey, and ensuring it becomes a process which is not only satisfactory, but as frictionless or as delightful as possible.

Understanding a customer’s journey and finding out what can be done do to improve it typically involves the creation of a journey map or service blueprint. These two complementary methods are part of the same process but differ in their output and purpose. 

MISSION Agency, Ethology, explores the differences and benefits of both methods in its latest article here: