interactions live 2021

One-Page Journey Mapping for Contact Centers

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. With over 230 people in attendance, there were great conversations and a lot of interest on this topic. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming and complex and overwhelming at first. In this workshop, I provided a simple mapping template and presented consumer research about the shopping journey. Follow the easy steps presented in the webinar, and just try getting started with a very simple map.

Many people often express frustration with their efforts of journey mapping. Here are common excuses to not do journey mapping that many attendees could relate to:

“Journey maps look pretty but so what”

“No one knows how to do it”

“Not enough time to set aside”

The #1 reason to tackle journey mapping and the best place to start is with your business goals. Pick a goal as a first step. Here are a few goals attendees had:

“Client retention­"

“FCR and improved automation”

“Improve customer experience”

“Understand channel preference”

To help you get started, here’s a simple one-page template* that you can use as a starting point.

Want to learn more? Listen to the full webinar here.


*This template is based on our Harris Study consumer research. The channels included are the preferred methods of communication for a company or ecommerce website to have available for online purchasing or ordering. Note: channels and customer journey steps may change depending on your industry and/or organizational needs.