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CRM

Adding context to customer journey maps

DestinationCRM.com suggests looking closer and making customer journey maps more detailed by taking context into account:

A proper customer service journey map takes customer context into account. Was the customer a frequent flyer who just scored a rare upgrade? Did the customer just buy something from a retail location? Did the customer just bounce from a web FAQ to a chatbot to a chat agent?

I found this does get talked about a lot but hardly ever codified in a structured way. And, this really requires you to take a step back and look with fresh eyes for possible pitfalls.