Not all of our Digital Transformation content resides on this blog. Marin Richeson has a DT blog post over in our Life Sciences blog on where to start with Digital Transformation. It has a life sciences flavor, of course, but you can easily translate to any industry.
Journey mapping connects the dots from your customer’s initial interaction with your brand, through their entire experience with your brand via multiple channels (e.g., website, mobile app, phone call, direct mail coupon), to their choices related to your brand and the reasons why.
In life sciences, customer groups include clinical subjects, investigators, site personnel, customers/patients, physicians, employees, research partners, regulatory agencies, and more. Because customer journey maps are not one-size-fits-all, each customer group (and, possibly, sub-groups within each group) requires its own journey mapping effort.
