How do you start mapping a customer journey when you are only a small part of it?

Anonymous

1 Answers

"Begin with obtaining the VOC the voice of the customer, you will need to identify all associated customers ensuring you then understand the needs overall. From this approach you can begin to map out what is value adding and what is waste, rembering what is the customer willing to pay for,a simple SIPOC is a good tool that I use on a regular basis."

Christopher Atkinson
ICiPS Expert
04 Jan 2021