displayName
Customer Journey Mapping Refresh
workflowKind
governance
triggerType
scheduled
typicalCadence
quarterly
complexity
cross-team
description
Refreshes customer journey maps to reflect current product, process, and
touchpoint realities -- auditing each journey stage (awareness, acquisition,
onboarding, adoption, renewal, advocacy) against current product flows and
communication sequences, identifying pain points through quantitative
drop-off analysis and qualitative interview synthesis, mapping emotional
highs and lows along the journey using NPS/CSAT data correlated with
journey milestones, cataloging all touchpoints by channel and ownership
team, assessing moments-of-truth for alignment between customer expectation
and actual experience, evaluating handoff quality between teams at journey
stage transitions, and modeling the impact of proposed experience
improvements on retention and expansion metrics. Produces updated journey
map artifacts, pain-point inventory, opportunity scorecard, and
cross-functional improvement recommendations. Excludes implementation of
journey changes.