Quadient Customer Journey Mapping

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Overview

Create actionable journey maps

Quadient® Customer Journey Mapping is the only cloud-based journey mapping tool that incorporates the digital and physical touchpoints your customers interact with into your journey maps. Customer experience teams easily share feedback with business users directly through the tool, so improvements are made in real-time.

CREATE
Quickly create detailed customer journey maps with drag and drop tools, and custom design options.

CONNECT
Connect communications including letters, contracts, statements, emails and quotes to every touchpoint along the journey.

COLLABORATE
Collaborate internally and share real-time feedback via social commenting, bringing agility to your enterprise communication strategy.

ACT
Take immediate action to improve the customer experience by enabling business users and designers to make suggested changes in real-time.

Key Features

CX Transformation, at your fingertips
Quadient Customer Journey Mapping makes it easy for executives (such as marketing, digital, CX) to view – and take action to improve – their organizations’ entire portfolio of customer communications through a single web interface, regardless of the underlying communication technology.

Bring the customer journey to life
Gain full visibility by linking journey maps directly to the digital and physical touchpoints your customers interact with, including contracts, statements, emails, audio and video files, digital ads and more.

Gain visibility and insight
Create and view maps as a whole, or drill down to gain insight into your customers' feelings in context. Ensure consistent experiences across the entire customer journey by providing instantaneous feedback to content creators and communication owners.

Key Benefits

Make CX improvements, faster
Eliminate never-ending email chains, confusion over ownership, and lengthy change management processes. Quadient Customer Journey Mapping enables internal stakeholders to collaborate and share ongoing feedback directly within the tool. Comments are automatically routed to owners who make the necessary changes to improve the customer experience right away.

Ongoing CX enhancement
Customer journey mapping is not a one-time exercise. With Quadient Customer Journey Mapping, you will update and adapt your journey maps to continuously improve the customer experience.

Easy integration
Linking your journey maps with your customer communications management (CCM) platforms is critical to providing visibility into, and improving, the customer experience. Quadient Customer Journey Mapping integrates seamlessly with:

  • Your existing Quadient Inspire CCM environment, enabling business users to share feedback and make changes in real-time
  • Disparate CCM tools and data sources, providing a holistic view of the entire customer journey
  • Third party systems such as analytic tools, social media content, and BPO solutions.