Customer Journey Maps: How to Create Really Good Ones [Examples + Template]

Aaron Agius

Published: May 04, 2023

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Did you know 70% of online shoppers abandoned their carts in 2021? Why would someone spend time adding products to their cart just to fall off the customer journey map right at the last second?

person creating a customer journey map

The thing is -- understanding your customer base can be extremely challenging. And even when you think you've got a good read on them, the journey from awareness to purchase for each customer will always be unpredictable, at least to some level.

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While it isn't possible to predict every experience with 100% accuracy, customer journey mapping is a very handy tool for keeping track of important milestones that every customer hits. In this post, I'll explain everything you need to know about customer journey mapping — what it is, how to create one, and best practices.

Table of Contents

What is the customer journey?

Customer journey stages.

  • What is a customer journey map?

The Customer Journey Mapping Process

What's included in a customer journey map, steps for creating a customer journey map.

  • Types of Customer Journey Maps
  • Customer Journey Map Best Practices

Benefits of Customer Journey Mapping

  • Customer Journey Map Examples

Free Customer Journey Map Templates

customer service journey presentation

  • Buyer's Journey Template
  • Future State Template
  • Day-in-the-Life Template

You're all set!

Click this link to access this resource at any time.

The customer journey is the series of interactions a customer has with a brand, product, or business as they become aware of a pain point and make a purchase decision. While the buyer's journey refers to the general process of arriving at a purchase, the customer journey refers to a buyer's purchasing experience with a specific company or service.

Customer Journey vs. Buyer Journey

Many businesses that I've worked with were confused about the differences between the customer's journey and the buyer's journey. The buyer's journey is the entire buying experience from pre-purchase to post-purchase. It covers the path from customer awareness to becoming a product or service user.

In other words, buyers don't wake up and decide to buy on a whim. They go through a process to consider, evaluate, and decide to purchase a new product or service.

The customer journey refers to your brand's place within the buyer's journey. These are the customer touchpoints where you will meet your customers as they go through the stages of the buyer's journey. When you create a customer journey map, you're taking control of every touchpoint at every stage of the journey, instead of leaving it up to chance.

Free Customer Journey Map Template

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For example, at HubSpot, our customer's journey is divided into 3 stages — pre-purchase/sales, onboarding/migration, and normal use/renewal.

HubSpot customer journey map stages

The stages may not be the same for you — in fact, your brand will likely come up with a set of unique stages of the customer journey. But where do you start? Let's take a look.

Generally, there are 5 phases that customers go through when interacting with a brand or a product: Awareness, Consideration, Decision, Retention, and Loyalty.

Customer journey stages

1. Awareness Stage

In the awareness stage, customers realize they have a problem. At this point, they may not know that they need a product or service, but they will begin doing research either way.

During this stage of the customer journey, brands should deliver educational content to help customers diagnose a problem and offer potential solutions. Your aim should be to help customers alleviate their pain point, not encourage a purchase.

Some educational content that I've created in the past are:

  • How-to articles and guides
  • General whitepapers
  • General ebooks
  • Free courses

Educational content may also be delivered via customer touchpoints such as:

  • Social media
  • Search engines

2. Consideration

In the consideration stage, customers have done enough research to realize that they need a product or service. At this point, they begin to compare brands and offerings.

During this stage, brands should deliver product marketing content to help customers compare different offerings and, eventually, choose their product or service. The aim is to help customers navigate a crowded marketplace and move them toward a purchase decision.

Product marketing content may include:

  • Product listicles
  • Product comparison guides and charts
  • Product-focused white papers
  • Customer success stories or case studies

Product marketing content may be delivered via customer touchpoints such as:

  • Your website
  • Conferences

3. Decision Stage

In the decision stage, customers have chosen a solution and are ready to buy.

During this stage, your brand should deliver a seamless purchase process to make buying products as easy as possible. I wouldn't recommend any more educational or product content at this stage — it's all about getting customers to make a purchase. That means you can be more direct about wanting customers to buy from you.

Decision-stage content may include:

  • Free consultations
  • Product sign-up pages
  • Pricing pages
  • Product promotions (i.e "Sign up now and save 30%")

Decision-stage content may be delivered via customer touchpoints such as:

4. Retention Stage

In the retention stage, customers have now purchased a solution and stay with the company they purchased from, as opposed to leaving for another provider.

During this stage, brands provide an excellent onboarding experience and ongoing customer service to ensure that customers don't churn.

Retention-stage strategies may include:

  • Providing a dedicated customer success manager
  • Making your customer service team easily accessible
  • Creating a knowledge base in case customers ever run into a roadblock

Retention-stage strategies may be delivered via customer touchpoints such as:

5. Loyalty Stage

In the loyalty stage, customers not only choose to stay with a company — they actively promote it to family, friends, and colleagues. The loyalty stage can also be called the advocacy stage.

During this phase, brands should focus on providing a fantastic end-to-end customer experience. This should span from your website content to your sales reps all the way to your social media team and your product's UX.

Most importantly, customers become loyal when they've achieved success with your product — if it works, they're more likely to recommend your brand to others.

Loyalty-stage strategies may include:

  • Having an easy-to-navigate website
  • Investing in your product team to ensure your product exceeds customer expectations
  • Making it easy to share your brand with others via a loyalty or referral program
  • Providing perks to continued customers, such as discounts

Loyalty-stage strategies may be delivered via customer touchpoints such as:

  • Your products

To find out whether your customers have reached the loyalty stage, try a Net Promoter Score survey , which asks one simple question: "On a scale of 0 to 10, how likely are you to recommend us to a friend?" To deliver this survey, you can use customer feedback software like Service Hub .

Now, let's get to the good stuff. Let's talk about creating your customer journey map.

What is the customer journey map?

A customer journey map is a visual representation of the customer's experience with a company. It also provides insight into the needs of potential customers at every stage of this journey and the factors that directly or indirectly motivate or inhibit their progress.

The business can then use this information to improve the customer's experience, increase conversions, and boost customer retention.

Now, the customer journey map is not to be confused with a UX journey map. But, for clarity, let's distinguish these two below.

What is UX journey mapping?

A UX journey map represents how a customer experiences their journey toward achieving a specific goal or completing a particular action.

For example, the term "UX journey mapping" can be used interchangeably with the term "customer journey mapping" if the goal being tracked is the user's journey toward purchasing a product or service.

However, UX journey mapping can also be used to map the journey (i.e., actions taken) towards other goals, such as using a specific product feature.

Why is customer journey mapping important?

While the customer journey might seem straightforward — the company offers a product or service, and customers buy it — for most businesses, it typically isn't.

In reality, it's a complex journey that begins when the customer becomes problem-aware (which might be long before they become product-aware) and then moves through an intricate process of further awareness, consideration, and decision-making.

The customer is also exposed to multiple external factors (competitor ads, reviews, etc.) and touchpoints with the company (conversations with sales reps, interacting with content, viewing product demos, etc.).

Keep in mind that 80% of customers consider their experience with a company to be as important as its products.

By mapping this journey, your marketing, sales, and service teams can understand, visualize, and gain insight into each stage of the process.

You can then decrease any friction along the way and make the journey as helpful and delightful as possible for your leads and customers.

Customer journey mapping is the process of creating a customer journey map — the visual representation of a company's customer experience. It compiles a customer's experience as they interact with a business and combines the information into a visual map.

The goal of this process is to draw insights that help you understand how your customers experience their journeys and identify the potential bottlenecks along the way.

It's also important to note that most customer journeys aren't linear. Instead, buyers often experience a back-and-forth, cyclical, multi-channel journey.

Let's look at the stages that you should include in any customer journey.

  • The Buying Process
  • User Actions
  • User Research

1. The Buying Process

To determine your customers' buying process, you'll want to pull data from all relevant sources (prospecting tools, CMS, behavior analytics tools, etc.) to accurately chart your customer's path from first to last contact.

However, you can keep it simple by creating broad categories using the typical buying journey process stages — awareness, consideration, and decision — and mapping them horizontally.

2. Emotions

Customer journey map template service

Whether the goal is big or small, remember your customers are solving a problem. That means they're probably feeling some emotion — whether that's relief, happiness, excitement, or worry.

Adding these emotions to the journey map will help you identify and mitigate negative emotions and the pain points that cause them.

On HubSpot's journey map , we use emojis to represent potential emotions at different stages of the customer journey. 

3. User Actions

customer journey mapping: user actions

This element details what a customer does in each stage of the buying process. For example, during the problem-awareness stage, customers might download ebooks or join educational webinars.

Essentially, you're exploring how your customers move through and behave at each stage of their journey.

4. User Research

customer journey mapping: user research

Similar to the last section, this element describes what or where the buyer researches when they are taking action.

More than likely, the buyer will turn to search engines, like Google, to research solutions during the awareness stage. However, it's important to pay attention to what they're researching so you can best address their pain points.

5. Solutions

customer journey mapping: solutions

1. Use customer journey map templates.

Why make a customer journey map from scratch when you can use a template? Save yourself some time by downloading HubSpot's free customer journey map templates .

This has templates that map out a buyer's journey, a day in the life of your customer, lead nurturing, and more.

These templates can help sales, marketing, and customer support teams learn more about your company's buyer persona. Not only will this lead to improvements to your product, but also a better customer experience.

2. Set clear objectives for the map.

Before you dive into your customer journey map, you need to ask yourself why you're creating one in the first place.

What goals are you directing this map towards? Who is it for? What experience is it based upon?

If you don't have one, I would recommend creating a buyer persona . This is a fictitious customer with all the demographics and psychographics representing your average customer. This persona reminds you to direct every aspect of your customer journey map toward the right audience.

3. Profile your personas and define their goals.

Next, you should conduct research. This is where it helps to have customer journey analytics at the ready.

Don't have them? No worries. You can check out HubSpot's Customer Journey Analytics tool to get started. 

Some great ways to get valuable customer feedback are questionnaires and user testing. The important thing is to only reach out to actual customers or prospects.

You want feedback from people interested in purchasing your products and services and who have either interacted with your company or plan to do so.

Some examples of good questions to ask are:

  • How did you hear about our company?
  • What first attracted you to our website?
  • What are the goals you want to achieve with our company? In other words, what problems are you trying to solve?
  • How long have you/do you typically spend on our website?
  • Have you ever made a purchase with us? If so, what was your deciding factor?
  • Have you ever interacted with our website to make a purchase but decided not to? If so, what led you to this decision?
  • On a scale of 1 to 10, how easily can you navigate our website?
  • Did you ever require customer support? If so, how helpful was it, on a scale of 1 to 10?
  • Can we further support you to make your process easier?

You can use this buyer persona tool to fill in the details you procure from customer feedback.

4. Highlight your target customer personas.

Once you've learned about the customer personas that interact with your business, I would recommend narrowing your focus to one or two.

Remember, a UX journey map tracks the experience of a customer taking a particular path with your company — so if you group too many personas into one journey, your map won't accurately reflect that experience.

When creating your first map, it's best to pick your most common customer persona and consider the route they would typically take when engaging with your business for the first time.

You can use a marketing dashboard to compare each and determine the best fit for your journey map. Don't worry about the ones you leave out, as you can always go back and create a new map specific to those customer types.

5. List out all touchpoints.

Begin by listing the touchpoints on your website.

Based on your research, you should have a list of all the touchpoints your customers are currently using and the ones you believe they should be using if there's no overlap.

This is essential in creating a UX journey map because it provides insight into your customers' actions.

For instance, if they use fewer touchpoints than expected, does this mean they're quickly getting turned away and leaving your site early? If they are using more than expected, does this mean your website is complicated and requires several steps to reach an end goal?

Whatever the case, understanding touchpoints help you understand the ease or difficulties of the customer journey.

Aside from your website, you also need to look at how your customers might find you online. These channels might include:

  • Social channels
  • Email marketing
  • Third-party review sites or mentions

Run a quick Google search of your brand to see all the pages that mention you. Verify these by checking your Google Analytics to see where your traffic is coming from. Whittle your list down to those touchpoints that are the most common and will be most likely to see an action associated with it.

At HubSpot, we hosted workshops where employees from all over the company highlighted instances where our product, service, or brand, impacted a customer. Those moments were recorded and logged as touchpoints. This showed us multiple areas of our customer journey where our communication was inconsistent.

The proof is in the pudding -- you can see us literally mapping these touch points out with sticky notes in the image below.

Customer-Journey-map-meeting

HubSpot's free customer journey map template makes it easier than ever to visualize the buyer's journey. It saved me some time organizing and outlining my customer experience and it made it clear how a website could impact my user's lives. 

The customer journey map template can also help you discover areas of improvement in your product, marketing, and support processes.

Download a free, editable customer journey map template.

Types of Customer Journey Maps and Examples

There are four types of customer journey maps , each with unique benefits. Pick the one that makes the most sense for your company.

Current State

These customer journey maps are the most widely used type. They visualize the actions, thoughts, and emotions your customers currently experience while interacting with your company. They're best used for continually improving the customer journey.

Customer Journey Map Example: Current State Journey Map

Image Source

Day in the Life

These customer journey maps visualize the actions, thoughts, and emotions your customers currently experience in their daily activities, whether or not that includes your company.

This type gives a broader lens into your customers' lives and what their pain points are in real life.

Day-in-the-life maps are best used for addressing unmet customer needs before customers even know they exist. Your company may use this type of customer journey map when exploring new market development strategies .

Customer Journey Map Example: Day in the Life

Future State

These customer journey maps visualize what actions, thoughts, and emotions that your customers will experience in future interactions with your company. Based on their current interaction with your company, you'll have a clear picture of where your business fits in later down the road.

These maps are best for illustrating your vision and setting clear, strategic goals.

Customer Journey Map Example: Future State Journey Map Example

Service Blueprint

These customer journey maps begin with a simplified version of one of the above map styles. Then, they layer on the factors responsible for delivering that experience, including people, policies, technologies, and processes.

Service blueprints are best used to identify the root causes of current customer journeys or the steps needed to attain desired future customer journeys.

Customer Journey Map Example: Service Blueprint journey map

If you want a look at a real customer journey map that HubSpot has used recently, check out this interview we conducted with Sarah Flint, Director of System Operations at HubSpot. We asked her how her team put together their map (below) as well as what advice she would give to businesses starting from scratch. 

Hubspot customer journey map examle

Customer Journey Mapping Best Practices

  • Set a goal for the journey map.
  • Survey customers to understand their buying journey.
  • Ask customer service reps about the questions they receive most frequently.
  • Consider UX journey mapping for each buyer persona.
  • Review and update each journey map after every major product release.
  • Make the customer journey map accessible to cross-functional teams.

1. Set a goal for the journey map.

Determine whether you aim to improve the buying experience or launch a new product. Knowing what the journey map needs to tell you can prevent scope creep on a large project like this.

2. Survey customers to understand their buying journey.

What you think you know about the customer experience and what they actually experience can be very different. Speak to your customers directly, so you have an accurate snapshot of the customer's journey.

3. Ask customer service reps about the questions they receive most frequently.

Sometimes, customers aren't aware of their specific pain points, and that's where your customer service reps come in.

They can help fill in the gaps and translate customer pain points into business terms you and your team can understand and act on.

4. Consider UX journey mapping for each buyer persona.

It's easy to assume each customer operates the same way, but that couldn't be further from the truth.

Demographics, psychographics, and even how long someone has been a customer can determine how a person interacts with your business and makes purchasing decisions.

Group overarching themes into buyer personas and create a UX journey map for each.

5. Review and update each journey map after every major product release.

Every time your product or service changes, the customer's buying process changes. Even slight tweaks, like adding an extra field to a form, can become a significant roadblock.

So, reviewing the customer journey map before and after implementing changes is essential.

6. Make the customer journey map accessible to cross-functional teams.

Customer journey maps aren't very valuable in a silo. However, creating a journey map is a convenient way for cross-functional teams to provide feedback.

Afterward, make a copy of the map accessible to each team, so they always keep the customer top of mind.

Breaking down the customer journey, phase by phase, aligning each step with a goal, and restructuring your touchpoints accordingly are essential steps for maximizing customer success .

Here are a few more benefits to gain from customer journey mapping.

1. You can refocus your company with an inbound perspective.

Rather than discovering customers through outbound marketing, you can have your customers find you with the help of inbound marketing.

Outbound marketing involves tactics targeted at generalized or uninterested audiences and seeks to interrupt the customers' daily lives. Outbound marketing is costly and inefficient. It annoys and deters customers and prospects.

Inbound marketing involves creating helpful content that customers are already looking for. You grab their attention first and focus on the sales later.

By mapping out the customer journey, you can understand what's interesting and helpful to your customers and what's turning them away.

2. You can create a new target customer base.

You need to understand the customer journey properly to understand your customers' demographics and psychographics.

It's a waste of time and money to repeatedly target too broad of an audience rather than people who are actually interested in your offering.

Researching the needs and pain points of your typical customers will give you a good picture of the kinds of people who are trying to achieve a goal with your company. Thus, you can hone your marketing to that specific audience.

3. You can implement proactive customer service.

A customer journey map is like a roadmap to the customer's experience.

It highlights moments where people experience delight and situations where they might face friction. Knowing this ahead of time allows you to plan your customer service strategy and intervene at ideal times.

Proactive customer service also makes your brand appear more reliable. For example, when I worked in customer support, we would anticipate a surge in tickets around the holidays. To be proactive, we'd send out a message to customers letting them know about our team's adjusted holiday hours. We would aalso tell them about additional support options if we were unavailable and what to do if an urgent problem needed immediate attention.

With expectations set, customers won't feel surprised if they're waiting on hold a little longer than usual. They'll even have alternative options to choose from — like a chatbot or knowledge base — if they need to find a faster solution.

4. You can improve your customer retention rate.

When you have a complete view of the customer journey, it's easier to pick out areas where you can improve it. When you do, customers experience fewer pain points, leading to fewer people leaving your brand for competitors.

After all, 33% of customers will consider switching brands after just one poor experience.

UX journey mapping can point out individuals on the path to churn. If you log the common behaviors of these customers, you can start to spot them before they leave your business.

While you might not save them all, it's worth the try. Increasing customer retention rates by just 5% can increase profits by 25%-95%.

5. You can create a customer-focused mentality throughout the company.

As your company grows, it can be tricky to coordinate all your departments to be as customer-focused as your customer service, support, and success teams are. That's because each department has varying goals, meaning they might not be prioritizing customer needs -- they might focusing on website traffic, leads, product signups, etc.

One way to overcome this data silo is to share a clear customer journey map with your entire organization. The great thing about these maps is that they map out every single step of the customer journey, from initial attraction to post-purchase support. And, yes, this concerns marketing, sales, and service. 

For more examples of customer journey maps, read on to the next section for a few templates you can use as a baseline for your company's map. 

Customer Journey Mapping Examples

To help guide your business in its direction, here are examples to draw inspiration from for building out your customer journey map.

1. HubSpot's Customer Journey Map Templates

HubSpot's free Customer Journey Map Templates provide an outline for companies to understand their customers' experiences.

The offer includes the following:

  • Current State Template
  • Lead Nurturing Mapping Template
  • A Day in the Customer's Life Template
  • Customer Churn Mapping Template
  • Customer Support Blueprint Template

Each of these templates helps organizations gain new insights into their customer base and help make improvements to product, marketing, and customer support processes.

Download them today to start working on your customer journey map.

free editable customer journey map template

2. B2B Customer Journey Map Example

This customer journey map clearly outlines the five steps Dapper Apps believes customers go through when interacting with them.

As you can see, it goes beyond the actual purchasing phase by incorporating initial research and post-purchase needs.

B2B customer journey map example

This map is effective because it helps employees get into the customers' minds by understanding the typical questions they have and the emotions they're feeling.

There are incremental action steps that Dapper Apps can take in response to these questions and feelings that will help it solve all the current problems customers are having.

3. Ecommerce Customer Journey Map Example

This fictitious customer journey map is a clear example of a day-in-the-life map.

Rather than just focusing on the actions and emotions involved in the customer's interaction with the company, this map outlines all the actions and emotions the customer experiences on a typical day.

ecommerce customer journey map example

This map is helpful because it measures a customer's state of mind based on the level of freedom they get from certain stimuli.

This is helpful for a company that wants to understand what its target customers are stressed about and what problems may need solving.

4. Future B2C Customer Journey Map Example

This customer journey map, designed for Carnegie Mellon University, exemplifies the usefulness of a future state customer journey map. It outlines the thoughts, feelings, and actions the university wants its students to have.

future BTC customer journey map

Based on these goals, CMU chose specific proposed changes for each phase and even wrote out example scenarios for each phase.

This clear diagram can visualize the company vision and help any department understand where they will fit into building a better user experience.

5. Retail Customer Journey Map Example

This customer journey map shows an in-depth customer journey map of a customer interacting with a fictitious restaurant.

It's clear that this style of map is more comprehensive than the others. It includes the front-of-stage (direct) and back-of-stage (non-direct or invisible) interactions a customer has with the company, as well as the support processes.

customer journey map example for retail

This map lays out every action involved in the customer experience, including those of the customer, employees directly serving diners, and employees working behind the scenes.

By analyzing how each of these factors influences the customer journey, a company can find the root cause of mishaps and problem-solve this for the future.

To get your business from point A — deciding to focus on customer journeys — to point B — having a journey map — a critical step to the process is selecting which customer mindset your business will focus on.

This mindset will determine which of the following templates you'll use.

1. Current State Template

If you're using this template for a B2B product, the phases may reflect the search, awareness, consideration of options, purchasing decision, and post-purchase support processes.

For instance, in our Dapper Apps example, its phases were research, comparison, workshop, quote, and sign-off.

current state customer journey map template

2. Day in the Life Template

Since this template reflects all the thoughts, feelings, actions, needs, and pain points a customer has in their entire daily routine — whether or not that includes your company — you'll want to map out this template in a chronological structure.

This way, you can highlight the times of day at which you can offer the best support.

Get an interactive day in the life template.

day-in-the-life

3. Future State Template

Similar to the current state template, these phases may also reflect the predicted or desired search, awareness, consideration of options, purchasing decision, and post-purchase support processes.

Since this takes place in the future, you can tailor these phases based on what you'd like the customer journey to look like rather than what it currently looks like.

Get an interactive future state template.

Customer journey map template future state

4. Service Blueprint Template

Since this template is more in-depth, it doesn't follow certain phases in the customer journey.

Instead, it's based on physical evidence — the tangible factors that can create impressions about the quality and prices of the service — that often come in sets of multiple people, places, or objects at a time.

For instance, with our fictitious restaurant example above, the physical evidence includes all the staff, tables, decorations, cutlery, menus, food, and anything else a customer comes into contact with.

You would then list the appropriate customer actions and employee interactions to correspond with each physical evidence.

For example, when the physical evidence is plates, cutlery, napkins, and pans, the customer gives their order, the front-of-stage employee (waiter) takes the order, the back-of-stage employee (receptionist) processes the order, and the support processes (chefs) prepare the food.

Get an interactive service blueprint template.

Customer journey map template service

5. Buyer's Journey Template

You can also use the classic buyer's journey — awareness, consideration, and decision — to design your customer journey map.

Get an interactive buyer's journey template.

Customer journey map template buyer

Charter the Path to Customer Success

Once you fully understand your customer's experience with your business, you can delight them at every stage of their buying journey. Remember, many factors can affect this journey, including customer pain points, emotions, and your company's touchpoints and processes.

A customer journey map is the most effective way to visualize this information, whether you're optimizing the customer experience or exploring a new business opportunity to serve a customer's unrecognized needs.

Use the free templates in this article to start mapping the future of customer success at your business.

Editor's note: This post was originally published in August, 2018 and has been updated for comprehensiveness.

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How to present customer journey maps

To stay in tune with their customers' needs and goals, forward-thinking companies often rely on customer journey mapping. By mapping out your customers' experiences and touchpoints, you can get a clear view of any areas needing improvement for your team or business.

However, the answer is not always straightforward if you're trying to figure out how to present customer journey maps. There are multiple factors to weigh when planning your presentation. But no matter if you're a seasoned pro at showcasing journey maps or a newbie wondering how to present customer journey maps most effectively, you've come to the right place! In this post, you'll find precise tips to ensure your next CJM presentation is a success.

  • 1 Set the goals for your presentation
  • 2.1 Consider subject matter knowledge
  • 2.2 Choose map sections 
  • 2.3 Come up with relatable examples
  • 3 Preparation tips 
  • 4.1 Highlighting the moment of truth
  • 4.2 Pitching new features 
  • 4.3 Comparing past state vs. current state
  • 5.1 Storytelling tips for customer journey map presentation 
  • 6.1 Examples of presentation software:
  • 7.1 Roleplay the customer experiences
  • 8 Conclusion

Set the goals for your presentation

Even when you know how to present customer journey maps, being well-prepared for your presentation is crucial. And it's not just about having the right skills and knowledge. It's also about understanding what you want to achieve with your presentation. Its ultimate goal should be to persuade your audience to take a specific action, such as supporting your initiative or jumping into the ideation process.

To achieve this, you must set a specific objective for your presentation. Determine not only how to present customer journey maps. Think of you want your audience to take away from those and how you want them to act upon each. 

Imagine your customer journey map presentation is a journey on a ship. Before you set sail, you must chart your destination and decide what treasures you hope to uncover. So, first things first, weigh anchor and consider the purpose of your voyage. Is it to discover new lands? To bring back buried treasure? Once you've set your course and know what you're after, you'll be able to steer through any stormy waters and arrive at your destination with a bounty of riches. Similarly, set a specific goal for your presentation and lead your audience towards the desired outcome.

So, what are the possible customer journey presentation goals?

  • present the results of a recently adopted strategy by illustrating how improvements to customer experience have impacted KPIs;
  • change the mindset of leaders and colleagues to take ownership of creating memorable customer experiences through every channel and at every touchpoint;
  • motivate teams to fix deficiencies in the current customer experience ;
  • visualize the current customer experience for other teams while highlighting its strong and weak touchpoints and other details; 
  • help prioritize upcoming projects based on opportunities identified by the CJM.

Steps to understanding your audience's needs

Before you think about how to present customer journey maps, try to get to know your audience. 

Consider subject matter knowledge

It's important to remember that some people are unfamiliar with customer journey mapping. You may begin with a brief overview of the concept. Introduce the benefits of creating a customer journey map and how it can help your company understand your customers better. If the audience is already familiar with the customer journey or this is a routine meeting, keep things concise and to the point. 

When presenting your journey map, it's vital to focus on the aspects that matter most to your audience. For example, if you're presenting to a group of stakeholders interested in customer satisfaction, you may want to focus on the touchpoints where your customers experience the most frustration or delight.

Alternatively, if you're presenting to a team responsible for improving efficiency, you may want to highlight areas where there are bottlenecks or unnecessary steps in the process. The key is to tailor your presentation to address the concerns and priorities of your specific audience. Your front-line employees won’t be much interested in such high-level business data or things that the sales team does. At the same time, they’ll definitely want to learn more about using a journey map as a tool. A tool to enhance the customer experience at specific touchpoints where they are involved. They also would love to hear on how the experience they deliver impacts business goals and objectives, and what can be improved further or needs to be fixed.

Choose map sections 

Another factor to consider is whether your audience needs to see the entire map. For example, if the meeting is for the customer success team, you'll want to include only those sections of the CJM that highlight pain points or areas where the CS team has done something about it. If there is a product team, it’ll be reasonable to highlight sections of the CJM that show how customers interact with the product, their goals, and jobs to be done.

Remember to think about any interpersonal dynamics at play. For example, does a specific stakeholder have a lot of sway in the decision-making process? If so, you may decide to pay special attention to sections of the CJM that they are particularly interested in.

Come up with relatable examples

When presenting a customer journey map, it is also essential to ensure that everyone in the audience understands the information being conveyed and listens to what you have to say. To achieve this, make as many practical connections as possible. This is where spicing up your presentation with relatable, real-world examples can do you a good turn.

Here is how it works: imagine that you are presenting a customer journey map for a retail store. It can be helpful to describe a case that is familiar to the audience. For example, a customer walks into the store looking for a specific product. They cannot find it on the shelf where it’s supposed to be according to the signage inside the store. You may then explain how the customer might feel about the situation. And how the store can improve the experience by providing better signage or arranging products in a more logical way.

If you are presenting a customer journey map for an e-commerce website, you could provide an example of a customer who wants to make an online purchase but is having trouble navigating the website or finding the right product. Ask the listeners how they would feel in a similar situation. This way, you will drive empathy and help them understand the importance of having a clear and user-friendly website.

Try to come up with examples in advance to save time during the presentation. Ideally, use real-life cases from your customers' experiences to strengthen empathy towards them.

Yet, overall, when weighing your audience against the purpose of the meeting, it's essential to strike a balance between providing enough information to be informative and engaging while not overwhelming your audience with unnecessary details.

Preparation tips 

When it comes to a customer journey map, the ability to customize it to fit your specific needs can be very helpful. This is where UXPressia's CJM Editor comes in handy. With this tool, you can create custom Views of your journey map. Just choose which stages and swim lanes will be visible and which will be hidden in each View.

UXPressia customer journey map presentation tips - different views

Suppose you need to present your customer journey map to different stakeholders. If you are presenting to the marketing team, you will concentrate on the stages that are most relevant to them, such as consideration and conversion. By setting up a custom View, you can highlight these stages and hide the irrelevant ones.

Similarly, if you are going to present to the customer service team, you may need to focus on the post-purchase stages. Onboarding, support, and loyalty will do. By creating a custom view that highlights these stages, you can ensure that your presentation is tailored to the needs and interests of your audience.

Expert tip: Even when you want to present just a certain version of your map, it can be helpful to give your audience a sense of the big picture before diving into the details. One way to do this is to show the entire map at the start of your meeting, giving your audience an idea of how long the journey is and what each stage looks like and then switch to a View you want to present.

Different types of customer journey presentation

How to present customer journey maps? There are many different approaches to presenting a CJM, and which approach to choose may depend on the audience, the purpose of the presentation, and other factors. 

Here are a few different ways to present a CJM and some tips for making your presentation effective:

Highlighting the moment of truth

When presenting a map, highlight moments of truth to get your audience hooked by showing how small moments can impact the customer experience, and how those moments can lead to improved customer satisfaction, loyalty, and brand advocacy. This way, you will help the audience understand the importance of the data you've collected.

Pitching new features 

When pitching a new feature to stakeholders, it’s vital to communicate the benefits of the proposed solution effectively. One proven way to do this is by focusing on users' pain points experienced and explaining how the new feature can eliminate these issues. By highlighting specific user pain points, you will make stakeholders understand why the new feature is necessary and what problems it aims to solve. 

Comparing past state vs. current state

When describing past achievements, convey the results in a way that highlights the impact of the accomplishments. For this purpose, you can focus on the differences between past and current metrics, experiences, fixed pain points, and new areas of improvement. 

For instance, when discussing metrics, provide specific numbers or percentages that show the impact of improvements. For example, if a website was experiencing high bounce rates in the past, sharing that you reduced it by 50% due to a redesign is more impactful than simply stating that there was a redesign. 

Use powerful storytelling

Visuals can make your presentation unforgettable and help you deliver a compelling storytelling experience. They have the power to engage and captivate the audience, as well as enhance their understanding of the information you are presenting. Visuals can take many forms, including videos, screenshots, emails, audio, diagrams, graphs, and storyboards.

Storyboards, in particular, are an effective way to represent a story or narrative in a visual way. They are similar to comic books in that they use images or illustrations to picture a sequence of events your customers go through. Storyboards can be a great way to explain complex things, making it easier for your audience to follow along.

customer journey map presentation tips - visuals

When it comes to choosing the right visuals for your presentation, it's important to consider your audience and the message you are trying to convey. For example, if you are presenting data, graphs and charts may be the most effective way to illustrate your point. If you are sharing a personal story,  photos from the store or a customer interview recording may be more appropriate.

In any case, the key is to make sure your visuals are relevant. You have to support your message rather than detract from it. Remember that you should use visuals to enhance your presentation, not replace it. For example, some people love numbers instead of visuals. So if you’re concerned about presenting customer journey maps to a numbers-driven CEO, there's no need to draw storyboards. That's why knowing your audience beforehand is so important in creating a successful CJM presentation.  

storyboards

Storytelling tips for customer journey map presentation 

Physical props can be a powerful tool, too, when it comes to presenting customer journey maps. They help illustrate your point and engage the audience. Use them to provide a tangible, real-world example of the issue you are discussing, making it easier for people to understand and relate to your message.

For instance, if you are discussing the importance of straightforward package design, bringing along poorly packaged products can be a great way to demonstrate the impact of bad design on the customer experience. By having your audience try to open the products or showing them how frustrating it can be to navigate the packaging, you can help them comprehend the importance of good design and how it can impact the bottom line.

Similarly, if you are discussing the impact of a leaky roof on the hotel customers’ experience, bringing along a broken tile or other physical evidence can be a powerful way to illustrate the issue. Pairing the broken tile with negative reviews from customers can help drive home the point and make it clear that action needs to be taken to address the problem.

But, when using physical props, it's essential to ensure they are relevant to your message and add value to your presentation. They should be easy to understand and use and focus on your overall message. 

Tips on using presentation software

When you think about presenting customer journey maps, you might imagine doing a PowerPoint presentation . But don't dismiss other presentation software. The best solution for presentations will depend partly on your preference and partly on the needs of the presentation. You can use a variety of different tools, all of which have their own pros and cons.

Examples of presentation software:

  • Prezi or Visme presentations;
  • PowerPoint presentation or Keynote decks;
  • Google Slides.

Use videos, animations, and images to tell the story to your audience. Don't forget to include snapshots of the CJM too! Keep a link handy to an active CJM, which you can reference and explore as needed.

present customer journey maps in UXPressia

Lastly, don't forget that UXPressia has the Presentation Mode too. You can find it in the top left navigation next to the undo/redo buttons. 

Collaborate with participants

Do you know how to present customer journey maps in the way the audience is engaged? The advice for you is to make sure your presentation is interactive. Don't just talk. Interact with your audience.

Most presentations are made to educate others, to provide some insights. Although people learn differently, asking them questions is a great way to gauge if your audience understands you. Consider allowing time for brainstorming, discussions, feedback, or any other type of collaboration to strengthen the takeaways from your presentation.

Roleplay the customer experiences

No matter your company or team size, it's essential for everyone to feel inspired and excited to deliver new and improved customer experiences. A great CJM presentation rallies for that excitement. Using visuals, graphs, maps, numbers, or physical props is a good starting point.

“When we work with large teams in a call center of 1200 people, it is not possible for all of them to co-design the experience. But it is really important for them to get excited and feel inspired to deliver the new, improved experience,” says Chantel Botha, BrandLove CEO & Founder.

It's one thing for your teammates to understand the customer journeys. It's another for them to experience it. Incorporating roleplaying and improvisation into your presentation is a fantastic way to get your audience to further experience the joys and pain points of your customers' journeys. There is no better way to build empathy than to actually go through what your customers are going through.

As you can see, the question of how to present customer journey maps is not too hard to answer. With some preparation and planning, you can create a memorable and effective presentation that effectively communicates your message to your audience. Remember to keep your presentation simple, clear, and concise and to focus on the critical aspects of the customer journey.

One key to a successful CJM presentation is to know your audience. Understand their needs, interests, and concerns, and tailor your presentation accordingly. Use visual aids and storytelling techniques to help bring the customer journey to life. Include examples and anecdotes that help illustrate your points.

Another important consideration is to keep your presentation interactive and engaging. Encourage questions and feedback from your audience, and be prepared to address any concerns or issues that may arise. By keeping your presentation dynamic and responsive, you can build trust and credibility with your audience and create a more meaningful and impactful customer journey map.

Following these simple guidelines and other tips from the article, you can create a customer journey map presentation that effectively communicates your message and helps your audience understand and appreciate the customer journey.

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Integrate customer experience and VoC data into your maps and personas

I can’t stress enough how important it is to set clear goals for your presentation! Last week, I had to present a customer journey map to senior management, and my goal was to illustrate the impact of our new online chat feature. I made sure to use relevant map sections and relatable examples, and I even got the team to do a little customer roleplay during the presentation – it was a hit! And it’s all thanks to the tips I picked up from this How to present customer journey maps article. Many thanks!

Journey map focussed on the emotional experience of a persona

Beyond words: How to present a customer journey map that gets you buy-in

The way in which a customer journey map is presented plays an important role in engaging different stakeholders like clients or in-house teams. In this article we take a quick look at the basics of professional journey map presentations, including structure, formats and fundamental principles that help you to engage your audience.

If you like you can directly jump to the section that you are curious about:

  • The value of journey map presentations
  • Priciples of customer journey map presentations
  • How to structure a customer journey map presentation
  • Posters, PowerPoint & co: The best presentation format for your context

The value of a memorable journey map presentation

Customer journey mapping offers a clear and logical framework that assists us to simplify and manage the complex world of our customer experience. Through the research and creation of journey maps you gain a deep understanding of the interactions that exist when people engage with your services, as well as the experiences and emotional journeys your customers pass through while receiving them.

Once completed, if we relegate our journey maps to the back shelf to gather dust we are losing out on many of the benefits that they offer us.

With the right ways of sharing your journey maps they can become powerful communication tools that can support service development within your organization as well as helping you engage and communicate with a wide range of different stakeholders.

Short description of a persona and visualization of her journey focused on her emotional experience; example of an emotional journey export

Principles of great customer journey map presentations

So what makes for a great journey map presentation? Let’s explore some basic principles for what helps to create a powerful pitch that allows viewers to instantly connect with and understand the experience of your customers.

Understand the context and needs of your audience!

Understanding the way in which you should share your journey maps depends greatly on the context in which you wish to use it. Whether you are collaborating with a large group during a workshop, having a meeting with a small team or producing a document to communicate with stakeholders, what you are trying to achieve will determine how your journey map should be presented and the features of your journey you want to include, exclude or focus more attention on.

For example, let's assume your purpose is to share and collaborate your journey map with a large group in such a way to drive collaboration. In this case it's important to have the ability to present journey maps printed in large formats that allow for people to clearly understand and work on a single document at the same time.

Perhaps you are presenting your journey map to a smaller audience or stakeholder group. For this situation a fully detailed journey map might not be entirely practical or feasible, therefore it is important that you are able to easily distill information down to a manageable size format for presentation, while still presenting content that is relevant to the audience you are communicating with.

When you take the time to consider how people will interact with and use your journey maps, you are better able to communicate and present them in ways that are helpful and useful.

Connect visually!  

Making your journey maps visual not only helps your audience to understand and remember the information you are communicating. It can also assist in drawing people’s attention to important details, create more persuasive narratives as well as being overall more enjoyable to understand and interact with.

In psychology, this is explored in the Picture Superiority Effect which explains how visual information is more readily remembered by people than words.

For the way you export your journey maps, this means breaking free from simply relying on words and incorporating information in a variety of different and stimulating ways, such as through diagrams, images and the use of color.

We know that a large number of people are visual learners. For this reason it is important we don’t underestimate the impact that this type of information has for connecting with members of our audience with different learning styles.

By enhancing your journey maps with relevant imagery and iconography you make the narrative you are presenting more memorable for your viewers while also opening up your customer experience to a wider audience of visual learners.

If you are intending to create working documents, understanding these different learning styles can be important for driving participation and understanding within your team.

Color is also strongly linked with our emotional experience. It evokes different feelings in your viewers and it allows them to quickly understand the different emotions your customers are experiencing at different stages. Through the targeted use of color in your journey maps you are able to help your viewers to observe changes in a customers emotional journey using simple, non-verbal methods.

Aim for simplicity! –while still being useful

Depending on how information is presented, it can be overwhelming for people to understand and take action on.

Simple is powerful.

Due to the quantity of information contained within a customer journey map we often want our journey maps to be presented in simple ways. However, they still should have have impact and retain the relevant information that our audience requires to have a proper understanding for the experience of our customers.

By having the power to modify and condense the information contained in your journey map you are able create focussed exports that help people understand and share important ideas. Whether you want viewers to focus on specific stages of a customer’s journey, a certain persona or even the emotional component of someone’s experience.

visualization of a persona's journey focused on her emotional experience

How to structure a presentation of a customer journey map

A well-structured presentation can help stakeholders understand the customer journey map and the insights it provides. This can improve communication and collaboration between teams, leading to better decision-making and more effective solutions.

Here is a suggested structure for your presentation:

  • Introduction : Start with an introduction slide that sets the context for the presentation. This could include the purpose of the project and the presentation, the audience, and a brief overview of what will be covered.
  • Customer persona : Introduce the customer persona that was used as a basis for the journey map. Provide some context on the customer, such as their goals, needs and behaviors.
  • Customer journey map : Display the customer journey map. You can start with an overview of the entire journey. Use visuals to make the map easy to understand and follow.
  • Pain points : Highlight the customer pain points and provide examples of how these negatively impact the customer experience. Show the impact of these pain points on customer satisfaction and retention.
  • Opportunities for improvement : Highlight the opportunities for improvement that were identified in the customer journey map. Provide concrete recommendations for how to address these opportunities and how they will benefit the customer.
  • Benefits to the business : Explain how addressing the pain points and opportunities for improvement will benefit the business. This could include improved customer satisfaction and retention, increased revenue and growth, and competitive advantages.
  • Conclusion : Summarize the key takeaways from the presentation and provide a call to action for the client. Encourage them to ask questions, provide feedback and take action based on the insights from the customer journey map.

What are the best presentation formats for customer journeys?

Journey maps can be presented in different shapes and sizes depending on the context and needs of the audience you are working with. Whether this is working in a workshop setting with large groups, or presenting a simplified version of your journey map in a small meeting through a PowerPoint.

Context: Workshop

You may be required to share and develop your journey maps with large groups. Whether this is working with customers to validate what you have created, or working internally as a team to analyze and make sense of different journey maps.

Because of the amount of experience data that can be contained within a journey map size can quickly become a factor for how visible and understandable your maps are when they are printed.

Having large documents is great and opens up your maps for a large group of people to access, interact with and collaborate on at the same time.

Suggested format: large printed maps (PDF/PNG)

A large printout enables you to easily print and manage what you are sharing at a range of different scales, without compromising detail.

Context: Pitching a journey map

When you are pitching an idea you need the most important information provided in a way that easily allows your audience to get the core idea and the correct information. Whether this is a group of stakeholders, a decision maker or a public presentation.

Suggested format: PowerPoint

A PowerPoint format allows you to quickly create compelling visual slides to accompany and enhance a presentation. Depending on the type of presentation, you are able to quickly customise presentations that are suited to your audience and context.

Some didicated customer journey mapping tools, for example Smaply , let you export your journey maps in a PowerPoint format.

Context: Analysis and calculations

Occasionally we are looking to manage and manipulate data held within your journey maps. We are not presenting our data so there is less of a requirement that it has high visual impact or is presented in a particularly pretty way, it just has to be functional.

Suggested format: Excel spreadsheet

If you are looking for more of an analytical filetype to work with, you are able to convert your journey map into an Excel spreadsheet format. Having your map formatted this way allows us to quickly and easily calculate and compare numerical values held in your journey maps. Although this isn’t the most visual way to present your maps, it provides a highly functional document that can be used internally with teams to analyse and compare important data.

Context: Archiving

How you manage and archive your journey maps is important so that you are able to quickly access or reference your data when you need it. When you have completed journey maps held in a logical way (such as a journey map repository) that can be stored on the cloud or physically as a backup.

Suggested format: PDF/JPEG/PNG

The types and forms in which you can share journey maps continue to grow, allowing you to gain more value from your existing maps by presenting them in interesting, understandable and engaging ways.

The way in which you use and present your journey maps can have a significant effect on the way people are able to interact with, understand and connect with journeys of your customers.

Depending on the context and audience that you are using, your journey map with will determine the best format in which you will choose to share and present it to others.

When you understand the full range of formats available to us you can efficiently produce helpful and powerful materials for communicating your customer experiences with stakeholders.

Good luck with your presentation!

... and now?

Now it's about implementing what you've just learned: Create professional journey maps to present to your audience. With Smaply you can create presenable resources like workshop maps, PowerPoint presentations and more. Sign up now, it's free!

customer service journey presentation

Katharina Rainer

Katharina is a marketer with a background in business and psychology. She loves both logical as well as empathic thinking and always strives to align the goals of organizations and their customers. Besides SaaS marketing, her heart also beats for social engagement, for which reason she supports several NGOs with their communication matters.

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Customer Journey Map PowerPoint & Google Slides Presentation Templates

A Customer Journey map template is a visual representation of the key highlights of a customer’s experience with a company, product, or service. A Customer Journey Map Slide helps showcase a buyer’s first interaction with the brand to their entire journey of becoming a customer. You can download the user journey map templates, to analyze user behavior. This customer journey map PPT helps decision-makers to stay focused on the customer’s needs. 

Customer journey PowerPoint template collections are widely used by entrepreneurs, marketing managers, and product managers to tell the story of their customer’s experiences. You can also leverage the use of PowerPoint themes to create effective customer journey maps. Journey mapping can be shown in creative ways to show your user’s experience and emotions through each touchpoint with the brand/business. Our customer journey map PPT template is compatible with Google Slides and MS PowerPoint.

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Customer Journey Roadmap PowerPoint Template & Google Slides Theme

Customer Journey Roadmap PowerPoint Template

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Customer Journey Executive Summary PowerPoint Template & Google Slides Theme

Customer Journey Executive Summary PowerPoint Template

Customer Journey 2 PowerPoint Template & Google Slides Theme

Customer Journey 2 PowerPoint Template

Puzzle Diagram 5 PowerPoint Template & Google Slides Theme

Puzzle Diagram 5 PowerPoint Template

Customer Journey Roadmap 1 PowerPoint Template & Google Slides Theme

Customer Journey Roadmap 1 PowerPoint Template

Spiral Customer Journey PowerPoint Template & Google Slides Theme

Spiral Customer Journey PowerPoint Template

Customer Journey 1 PowerPoint Template & Google Slides Theme

Customer Journey 1 PowerPoint Template

Customer Journey 8 PowerPoint Template & Google Slides Theme

Customer Journey 8 PowerPoint Template

Customer Journey Characters PowerPoint Template & Google Slides Theme

Customer Journey Characters PowerPoint Template

Customer Journey 11 PowerPoint Template & Google Slides Theme

Customer Journey 11 PowerPoint Template

Online Purchase Customer Journey PowerPoint Template & Google Slides Theme

Online Purchase Customer Journey PowerPoint Template

Customer Journey Map PowerPoint Template & Google Slides Theme

Customer Journey Map PowerPoint Template

How do you define a customer journey map.

A customer journey map is defined as different stages a user goes through when engaging with the organization.  The customer journey PPT template uses a series of visuals to tell a storyline. Every interaction your customer has with your service, brand, or product is visually depicted in this narrative. When you define the customer journey and work to improve it by giving your customers information about your service that will aid them in the purchasing process, you are creating a customer journey map. This type of analysis is beneficial for businesses and startups since it can show you precisely who to target and how they convert into customers.

How To Design A PowerPoint Customer Journey Map Template?

Use customer experience journey map template collection to help save time in building presentations.  From the editable text to infographic presentations  we possess all the necessary features needed to build a customer journey map diagram. Our templates are compatible with PowerPoint and Google Slides.

What Are The Different Types Of Consumer Journey Map PPT Templates?

There are 4 different types of customer journey slide template:

  • Current State:  These journey maps show what your customers do and feel as they interact with your brand today.
  • Future State:  These journey maps show what your customers will do and feel as they interact with your brand at some point in the future.
  • Service Blueprint:  Journey blueprints can help you identify and  examine the root causes  of existing customer pain points.
  • Day In The Life:  These maps highlight pain points in consumers’ lives, they are best suited for driving innovation through addressing unmet customer needs.

What Are The Different Uses Of Buyer Journey Maps?

Our collection of free customer journey map ppt template can be used to:

  • Analyze a customer’s interaction with your business.
  • Identify opportunities to develop an emotional connection between the customers and the brand.
  • Understand customers’ needs at different stages of buying funnel and develop strategic priorities to maximize sales efficiency.

What Are The 7 Steps To Map The Consumer Journey?

Here are the 7 steps to effectively map the consumer journey:

  • Collect data from your customers
  • Define your personas and their goals
  • Define different stages of your customer journey
  • Specify your customer’s actions, thinking, and emotions
  • Define key highlights of your brand
  • Write down the opportunities for improvement
  • Prioritize and execute changes

What Is The Difference Between Customer Experience And Customer Journey?

Customer journey is the representation of touchpoints your customer engages with your brand. You can use an editable customer journey map template to highlight the visual interpretation of customers’ relationships with your organization, service, or brand over time and across different channels. However, customer experience is how your customers feel about the whole process. Customer experience dives much deeper into each touchpoint and uncovers a whole new experience and emotions of each touchpoint and the transitions in between. You can use our  customer journey presentation template to create an engaging customer journey mapping.

What Are The Touchpoints In Customer Journey Mapping?

A touchpoint is where your customers interact with your brand that might change the way your customer feels about your brand, product, or service. Understanding each touchpoint in your user journey map means that you can design better customer experiences.

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Home Blog Presentation Ideas 6 Customer Journey Maps You Can Swipe

6 Customer Journey Maps You Can Swipe

6 Customer Journey Maps You Can Swipe

When retail was all brick and mortar, things were simple. Business displayed their inventory; customers came in and physically assessed it and bought what they liked. Payments, returns and exchanges were handled in the store.

Was there a buying journey then? Yes. And in smaller stores, there were sales clerks to help the customer along that journey and a clerk to help with return and exchanges. The customer had experiences (now known as CX) each time he visited that store. And so long as they remained good, he returned.

Online selling, however, has changed the customer journey. Because there is no face-to- face interaction, it is more important than ever to identify what that journey is and what occurs during each phase.

What is a Customer Journey?

Let’s begin with a simple definition of what is a customer journey.

According to the Harvard Business Review , it is “…the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination.”.

The key term here is “engagement” . It means everything that happens from the time a customer become aware that you exist through any and all post-purchase experiences.

The Buyer's Journey

There are key stages of a buyer’s journey – awareness, interest, consideration, purchase, post-purchase, and re-purchase.

Things can go well or terribly wrong at any of these stages. And this is why it is critical to create a customer journey map. With a clear map, and the right analysis, you can identify what is working well and what needs improvement. Ultimately, using the map to improve the customer journey means far better user experiences and, of course sales .

How to Create a Customer Journey Map

Prior to setting about creating a visual customer journey map, there is one critical concept that governs the entire process. You are crafting this map from the perspective of the customer, not you or your sales/marketing staff. What follows are the steps that should be taken as you create this map:

Step 1: Refine Your Customer Persona

71% of companies who exceed their lead and revenue goals have documented personas. You may have developed a buyer persona quite some time ago (or not).

If you have not re-visited it in a while, it is time to do so now. Having a clear detailed persona will allow you to understand what your typical customer is looking for, what he values, the pain points he has, and, perhaps most important, how he looks for what he wants or needs.

Persona Analysis Presentation Template

To simplify the process, you can reuse one of the buyer persona templates and slides available in our site.

Step 2: Define Your Persona’s Goals

If your persona is well-developed, you have an idea of what their needs and aspirations are. But to get further clarification, you may want to conduct a survey of website visitors. This can give you important information about what they are experiencing on each page and what might be missing that they want.

Step 3: Look at the Customer Journey Timeline

If you have your historical sales data, you should be able to construct an average timeline for the entire journey, from first interaction through the post-sales process. Timelines are very business-specific.

For example, a low-cost consumer product may have a far shorter journey timeline than that of a SaaS firm that is creating a B2B customer journey map, in which decision-making is a longer process involving several people. But, if you can get that average timeline into your map, you can then see touchpoints at which it might be shortened.

Step 4: Identify Key Touchpoints

These are all of the points at which a customer directly interacts with you, from initial visit and navigation through your site pages, through responding to an email, through downloading something you offer, through making queries, through purchases and after-the-sale service or feedback requests.

These touchpoints will be placed onto your map so that each can be analyzed for effectiveness. Identifying all of the touchpoints can seem like a nightmare but putting them into categories will help. Three clear categories are:

  • What they did before they landed on your website – how they found you.
  • What they do while on your website –  Google Analytics will provide behavior flow charts , as well as goal flow reports that show the path of traffic through a funnel to conversion.
  • What happens once a customer decides to make a purchase – is the experience a good one? Are you engaging in follow-up?

Key Data You Will Need to Create a Customer Journey Map

1. information on inbound and outbound sales process successes.

Inbound processes are certainly great, because they give you nice warm leads. These are potential customers who have found you and have come to you without any effort on your part. What percentage of your sales have come from inbound processes? Outbound processes are those that you initiate to develop leads – Ads, emails, etc. What percentage of sales are coming from these sources? Check out our sales funnel analysis article to learn more on how to create a sales funnel.

2. Average buying cycle length

This has been previously addressed, but it bears repeating. The timeline points, and the length of each should be a part of your customer journey map, because they will show where slowdowns occur.

3. Data on your post-sale customer service

How rapidly are you handling complaints, issues, returns and exchanges? What does your feedback loop look like? How are you engaging customers to provide feedback on their experiences? These experiences obviously determine whether they return or not.

Once you have gathered all of this information and data, you are ready to design a customer journey map. This may seem like a “nightmare,” given all of the information you have to work with. Others have gone before you, however, and have developed customer journey map templates that will at least give you a good start point. While every business customer journey map is unique, having a template to work with will certainly help.

Customer experience management is a complex and ongoing task, one that involves a number of elements and functions – from development of personas, to customer journey analytics and feedback, to identifying what in that journey moves a customer forward and what stalls or slows him down.

Creating a customer journey map can help an organization visualize the entire process, capitalize on what is going well and work to improve those phases that are not going so well. In the beginning, when a business may not know how to map the customer journey, it is advisable to use one or more customer experience journey map templates that others have already devised and customizing it for the uniqueness of the business goals and specific customer experiences. The one thing that a customer journey map does is provide the totality of the customer experience, so that you can ask the right questions – what are points of friction and frustration? Which pages have the highest bounce rates? Are carts being abandoned? Are post-purchase services satisfactory? These are the things that can move a company to make the right decisions that will provide a satisfactory and seamless experience.

Customer Journey Map Templates To Swipe

Here are some popular templates from our collection that you can download and customize up to your needs e.g. transform into a retail e-commerce customer journey map or a more general B2B Customer Journey map template.

1. Customer Journey PowerPoint Template

customer service journey presentation

Here’s a minimalistic template to help you create a general outline for your document. You can use it to map out the key touchpoints you have with prospects at different stages of their buyer’s journey – pre-engagement, consultation, initiation, coordination, and completion. It includes three levels of touchpoints that define the persuasive activities that can occur during interactions with potential buyers.

Use This Template

2. Customer Journey Map Diagram for PowerPoint

customer service journey presentation

This template will make a great presentation to departments within an organization. It identifies both positive and negative customer experiences and when they occur during the customer journey. Once those negative experiences are identified (through analytics, customer feedback, etc.) they can be attacked. And the right department/team can be assigned to come up with plans for rectifying the issues.

3. Customer Journey Diagram PowerPoint Template

customer service journey presentation

This design is simple and neat and shows the buyer’s journey in conjunction with the organization’s activity. The touchpoints are all identified on a timeline, with the goal of showing the interdependence of the customer journey experience and the company’s activity at each of those touchpoints, where they intersect. Using this template allows you to inject the unique experiences of their customers and the steps they take to ensure that the experiences are good. Data from analytics and customer feedback can be inserted in the form of text boxes. This gives a very clear picture of what is happening in a buyer’s journey and how an organization can make modifications in its activity to enhance that journey.

4. Customer Life Journey PowerPoint Diagram

customer service journey presentation

This is the first of a four-part PowerPoint presentation of a simple customer journey map. The first slide shows the customer engagement process from the identification of a need, through the research and purchasing steps and then the post-purchase steps. In the middle of this “infinite” loop are the steps that a company takes to support the customer journey. A company can identify what it is doing at each step in the “buy” and “own” segments, including inserting the typical persona timeline from the historical data that has been analyzed.  

5. Buying Funnel Touchpoint Diagrams

customer service journey presentation

This is a great customer experience journey map template to identify all touchpoints – from awareness, consideration, purchase, and service, to loyalty. Using this template, organizations can insert all that they are doing at each touchpoint, what the analytics are showing, and then develop strategies to improve the experiences through any touchpoints that are shown to be problematic.

6. Mountain Customer Journey PowerPoint Diagram

customer service journey presentation

Here is a template that presents the stages of engaging the customer through a timeline that will track purchaser engagement throughout the journey. This helps to explain the customer experience from beginning to end and the steps that a company should take along the way to ensure a long-term repeat customer relationship. The goal is to educate the relevant departments/team members about customer satisfaction (or lack thereof) at certain points along the journey and can drive decisions regarding improvements in customer experiences. The peaks of the mountain represent high points in customer satisfaction; the low points represent what the analytics and customer feedback determine to be unsatisfactory. The template itself is highly customizable.

customer service journey presentation

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Customer journey mapping 101 (+ free templates)

Hero image of a man at a coffee shop, holding a credit card while on the phone, with a computer in front of him

When I was a kid, I remember watching my parents switch between different credit cards to get the best rewards for a particular purchase. They almost always pulled out the American Express first because (as they explained to me) the base reward rate was higher than even the sector-specific perks offered by other cards. Twenty years later, when I decided to get a high-end credit card, Amex was the first one that came to mind.

Customer journey mapping is the process of planning out people's awareness of and relationship to your brand, starting with their very first impression—even if, as in my case, that impression is made a full decade before they can actually use your product.

Table of contents: 

Customer journey map template

Parts of a journey map, stages of the customer journey, advanced customer journey mapping tips, types of journey maps, customer journey mapping example, what is a customer journey map.

A customer journey is the path a person takes to move from general awareness to prospective customer to (in the ideal scenario) brand loyalist . A customer journey map is a visual document that traces this path through all of the interactions, or touchpoints, a person will have with a brand.

Think back to any recent purchase of your own, and try to trace your own customer journey:

When and where was your first contact with the product or service?

How many channels of communication with the company did you have available?

How was the contact you had, if any? Was it personal or formulaic?

Were your problems, if any, solved? If so, were they solved in a timely manner?

What do you now know about the brand besides the product or service itself?

Of course, every customer is different. But you can't create a customer journey map for every individual—and you don't need to. Instead, you can segment your audience into customer personas and create a map for each. 

The customer journey vs. the user journey vs. the buyer journey

What's the difference between the customer, user, and buyer journeys?

The customer journey is split up into two parts: the buyer journey and the user journey. The buyer journey covers everything up to the point of purchase. After that point, the customer becomes a user, and all of their experiences are part of the user journey. 

Benefits of customer journey mapping

In a world where there are multiple high-quality options for just about every product on the market, brands need to foster long-term relationships with their customers to prevent them from being poached by competitors who offer a better customer experience .

Here are the main benefits of the customer journey mapping process:

Touchpoint optimization: With a clear understanding of what your touchpoints are and where they occur, you can track and adjust them based on how they perform.

Enhanced customer experience insights: Through customer profiling and a better overview of all the touchpoints that make a journey, you can acquire more precise and actionable customer experience insights.

Improved product development: Thoughtful and intentional journey planning creates more opportunities for meaningful customer feedback, which gives businesses better information to improve their product.

The customer journey map includes additional details within each phase (which I'll discuss in more detail later) to help you strategically plan your customers' touchpoints and move them closer to a purchase.

This customer journey map template is separated into five stages along the leftmost column, with guiding questions to help plan the customer's experience in each stage.

Screenshot of customer journey map template.

Below, we'll walk through each part of the customer journey map and how to use it. 

If you're already familiar with journey mapping, you can start filling in the template right away. Otherwise, here's a quick walkthrough of what goes in each section.

What is the customer doing?

In this section, you'll jot down the main things that the prospect, lead, or customer is doing during this stage. For example, if you're a personal trainer, an awareness stage key step might include something like "Prospect wants to get in shape." Or if you offer an email newsletter app, an expansion and advocacy stage key step might be "Customer upgrades their plan." 

Each stage will likely have more than one key step or milestone—that's good. You should be specific enough to be able to create touchpoints, content, and marketing campaigns geared toward each milestone.

What is the customer thinking?

Next, put yourself in the customer's shoes and think about what questions they might have at each stage. In the awareness stage, it might be things like "How can I do X better?" or "What is [your product name]?" In the consideration phase, questions like "Is this worth my time/money?" or "Will this help me solve my problem?" will come to the forefront. 

Where and how could the customer encounter our brand?

After you've outlined what your customer is thinking at each stage, align each question with the relevant touchpoint that could address each concern.

Not all existing touchpoints will be a part of the planned customer journey . For example, I seriously doubt that American Express's customer journey map includes a milestone labeled "Customer gets a free ride because her friend has an Amex card and gets $15 in Uber cash each month." However, each question must have at least one touchpoint that directly and specifically addresses the customer's needs and questions at that point.

What touchpoint opportunities are missing?

When you have a question or milestone that doesn't have a corresponding touchpoint, you've found a gap in your customer journey. That means customers at this stage are going to be left with unmet needs and unanswered questions, and may look more seriously at competitor products as a result. It's essential to develop touchpoints to fill this gap and prevent losing potential customers at a key milestone.

Graphic demonstrating an example of the parts of the customer journey.

The customer journey map can be split into five phases: awareness, consideration, conversion, retention, and brand loyalty.

Customers can't decide whether or not they want your product if they don't know that it exists. In the earliest phase of the customer journey, a business's goal is to reach the individual and, ultimately, attract them to the brand.

For a small- to medium-sized business, the work of this stage involves reaching out directly to consumers via channels like advertising , SEO , and social media . For a household name like American Express, this stage is dedicated to ensuring the impression their brand makes is a positive one. 

Consideration

Once potential customers are aware of your brand, the next phase they enter is called "consideration" or "research." This is when the customer's perspective shifts from simple awareness of your brand's existence to an understanding of the value that you have to offer them. 

During this phase, the brand's goal is to design touchpoints that demonstrate to the user why their product can solve a problem or improve an experience that's specific to that person. This can be done using guides and how-tos, partnerships with other brands , and ads that portray a customer problem being solved.

Some businesses also include a mini-stage called "Intent" or "Onboarding," when the customer has decided they're interested in the product and is testing it out. The company's goal in this stage is simply to provide an exceptional user experience—they want to make sure the product works as intended and the customer's questions and requests are handled well.

A business can identify customers that are primed for conversion based on behavior in the consideration stage. Someone who signs up for a newsletter isn't a hot sales prospect quite yet, but when they start opening more emails and spending more time on the site, that's when brands know they're ready for a conversion push.

Types of conversions vary depending on the type of business and industry. Examples of conversion pushes include:

An abandoned cart email pushing a browsing shopper to complete a purchase

A physical mail offer pushing a potential customer to open an account

A seasonal campaign highlighting why a product is perfect for a particular holiday, celebration, or event

When a conversion is successful, a potential buyer becomes an actual customer. The goal in the retention stage is to demonstrate to the customer why they were right to make their purchase, and set them up to make more purchases or renew services in the future.

The retention stage is also where the user experience or user journey begins. The company's job in this phase, then, is to provide the best possible user experience. Easy installation, frictionless customer service, and—this part should be obvious—a product or service that works well and provides the user what they need are all key components to improved customer retention.

Brand loyalty

In the final customer journey phase, users go from run-of-the-mill satisfied customers to active advocates for your business. 

You can encourage brand loyalty by offering exceptional customer service, referral programs, and loyalty discounts and exclusives.

Keep in mind: a customer doesn't need to be a zealot for your company to be an unintentional brand advocate. One of the biggest reasons I made the decision to apply for Amex's high-end card is because my best friend has it. She didn't specifically recommend it to me, but I became interested after experiencing a lot of the card benefits vicariously through her. 

Everything we've covered up to this point will only get you as far as a basic customer journey map. That doesn't mean, however, that your customer journey map will be good . Once you have the basic journey mapping structure down, you'll want to take steps to continually improve your map's effectiveness.

Survey your customers and customer teams

When designing touchpoints and determining where and how customers interact with your business, don't guess—your existing customer base is a valuable resource you can tap for a firsthand customer perspective. You can i ncentivize customers to participate in surveys and fill out feedback forms by offering discounts and perks in exchange.

Talk to your customer-facing employees, too. The people who work directly with customers day-to-day will have more accurate information about how to interact with them.

Automate customer data collection

High-quality, premium experiences are defined by their high level of personalization, and that personalization is only possible if you have information about your customer. It's not possible to sit there and take notes on every person who interacts with your brand, but it is possible to automatically collect lead data from customer interactions and have them collated in your CRM tool . 

Set up your contact management platform to automatically tag contacts with information like gender, age, products they've bought, events they've attended, what types of emails they open consistently and what emails they regularly ignore, whether their purchases indicate that they have pets or children, and so on. The more information you have, the better your customer experiences will be.

Tweak for B2B, B2C, and SaaS industries

The nature of the customer journey is different for SaaS, B2B, and B2C companies. A B2B company's interactions with prospects might include in-person conferences, while a SaaS company's touchpoints will be mostly digital. Companies that sell to consumers will need to think through individual people's experiences in a way that B2B companies don't. A company whose products are designed for emergencies will need to think through crisis scenarios instead of day-to-day customer experiences.

Tweak your customer journey categories to fit your company, product, and industry. Using a generalized or poorly-fitting customer journey map will result in vague and unhelpful interactions with your brand.

Create multiple maps for different journeys

When people refer to the customer journey, they're typically talking about the overarching journey from awareness to brand loyalty that we outlined above. However, you can map any part of the customer journey and experience. 

Do you target college students? Replace the five stages with four academic quarters and map their experience over the course of a year. 

Is your product designed to be used in the car? Map the customer journey through each hour of a long road trip. 

Zooming in to create detailed maps of different aspects of the customer journey will help you create even more specifically tailored customer experiences.

The template above follows the standard stages of the customer journey, but it's not the only way to do your customer journey mapping.

Two other commonly-used journey maps are the "Day in a life" journey map and the customer support journey map. We've provided the key elements of both below, as well as customer journey map templates for each.

Day/week/month in the life map

The best way to map mini-journeys within the larger customer experience lifecycle is with a "Day in a Life" journey map . This map plots the same things as the general customer journey map—key milestones, questions, touchpoints, and gaps—but over a particular period of time instead of over the course of the entire relationship. 

This map includes space for you to record the buyer persona's name, occupation, and motto, but these are really just shorthand for key persona characteristics. If you're selling baby diapers, for instance, your persona's occupation would be "parent," even if the person in question is also an accountant. 

The "motto" should be a condensed version of your persona's primary mindset with regard to their wants, needs, and pain points. The motto for an expecting first-time parent might be, "I'm excited but nervous—I have to make sure I'm prepared for anything."

Template for a day in the life journey map.

Use the column headers to set your time frame. If you're marketing to expecting parents, the time frame might be the nine months of a pregnancy, or you might map an expectant mother's experiences through a single day in her third trimester. At each stage, ask yourself the same questions:

Where and how could the customer encounter our brand? Alternatively: how could our brand provide value at each stage?

A day in the life customer journey map will not only help you zoom in to develop more tailored experiences, but it will also give you insights into what might be useful to add or improve in your product or service.

Support experience map

One of the most common, and most significant, customer/brand interactions is the customer support journey . A frustrating customer service experience can turn someone off of your brand and product entirely, while a particularly impressive experience can immediately convert a regular user into a brand advocate.

This journey map is a bit different in that it doesn't just map touchpoints; it maps functional interactions between the customer and customer service representatives as well as the behind-the-scenes activities necessary to support the customer-facing team.

This map starts when the support ticket is opened and ends when the customer's issue is resolved. The top row of the map is simple: what is the customer doing at each stage in the support process?

Customer support journey map template.

​​Next, you'll record the corresponding actions of your customer-facing, or "frontstage" team. This includes both employees' actions and the systems engaged in the support process. For example, if the first step of your customer support process is handled by a chatbot or automatic phone system, these will go in the technology row. If the customer moves forward to request to speak with a representative, then the second stage is where your "employee actions" row will come into play.

Finally, the bottom row is for behind-the-scenes activity performed by employees who don't interact with the customer at all. For example, if the customer representative needs to get information from another department to answer the customer's questions, the other department's involvement will be recorded in the "backstage actions" section of the map.

To put it all together, here's an example customer journey map for a gym. 

Researches local gyms online

Reads reviews

Compares membership options

"I can't go up a flight of stairs without getting winded; I need to get my health and fitness on track."

"I wish I knew someone who could recommend this gym." 

Encounters: 

Online reviews

Social media pages

Missing touchpoint:

Success stories on social media in a front-and-center location, like a saved Instagram Stories collection or a pinned post 

Views gym's social media

Visits gym's website

Views membership pricing page

"This gym looks clean and modern from the photos."

"I hate calling the gym, but I'd like to learn more about personal training or class options."

Contact form

Free trial request pop-up

A live chat box on the gym's website for prospective customers to ask questions about the facility or membership options before visiting 

Visits the gym to take a tour

Meets with a membership consultant

Potentially signs up for free trial

"The staff was friendly and it was easy to sign up."

"I wish I could see what classes they offer and weekly schedules without having to visit the gym."

In-person visit

Facility tour

Consultation

Free trial sign-up

Orientation session

Gym access card

A mobile app where members can track their progress, access class schedules, book personal trainer sessions, and receive personalized workout recommendations

Visits the gym regularly

Participates in classes

Engages with personal trainers

Potentially pays for membership after free trial ends

"Maybe I should compare options again." 

"I wish I knew someone who could work out with me."

Personal trainer consults

Email reminders about upcoming end to free trial

Personalized offer encouraging renewal

Follow-up call

Community-building events like workshops or challenges to foster a sense of community and support among members and staff

Refers friends and coworkers

Promotes the gym on social media

Regularly visits and attends classes 

"My coworker would love this gym since it's so close to work." 

"I love that teacher. I'm going to try some of her other classes."

Referral programs

Social media engagement

Reviews gym

Potentially provides a testimonial for gym

Missing touchpoints:

A loyalty rewards program for members' continued commitment and engagement that offers exclusive discounts, merchandise, or access to premium services 

Graphic of an example customer journey map.

Your customers' spending habits, interests, challenges, and problems are always changing, and your customer journey maps should adapt along with them. But with so much data to track, it's a good idea to connect your insights to CRM software. Then you can automate your CRM to create specific, valuable experiences for your customers without breaking a sweat.

Related reading:

Beyond the sales pipeline: Using a CRM for customer success

A quick guide to contact management

B2B email marketing: Proven strategies + examples

4 tips for creating an inbound marketing strategy

This article was originally published in May 2021 by Nick Djurovic. The most recent update was in August 2023.

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Amanda Pell

Amanda is a writer and content strategist who built her career writing on campaigns for brands like Nature Valley, Disney, and the NFL. When she's not knee-deep in research, you'll likely find her hiking with her dog or with her nose in a good book.

  • CRM (Customer Relationship Management)
  • Sales & business development
  • Small business

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Customer Journey Maps

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Optimize the potential of your leads with our Customer Journey Maps presentation. Use this deck to draw out and visualize complex customer experiences, make sense of their stories at every stage, from initial awareness to long-term loyalty and create products that buzz and sell.

Slide highlights

If you need a retail customer journey map, this slide will come handy. According to experts, customer surveys and mystery shopping programs are the best tools to collect data for retail customer journey maps.

26 questions and answers

How can Customer Journey Maps help in strategizing marketing campaigns?

Customer Journey Maps can help in strategizing marketing campaigns by providing a visual representation of the customer's experience from initial awareness to long-term loyalty. This can help marketers identify key touchpoints, understand customer needs and preferences at each stage, and tailor their strategies accordingly. It can also help in identifying gaps in the customer experience and opportunities for improvement.

What is the role of customer feedback in creating a Customer Journey Map?

Customer feedback plays a crucial role in creating a Customer Journey Map. It provides valuable insights into the customer's experiences, preferences, and pain points at every stage of their journey, from initial awareness to long-term loyalty. This information can be used to optimize products and services to better meet customer needs and expectations, ultimately leading to increased customer satisfaction and loyalty.

How can Customer Journey Maps help in identifying opportunities for upselling and cross-selling?

Customer Journey Maps can help in identifying opportunities for upselling and cross-selling by providing a visual representation of the customer's experience from initial awareness to long-term loyalty. This allows businesses to identify key touchpoints where they can introduce additional products or services that the customer may be interested in, thereby increasing sales and revenue.

Per LinkedIn, the customer journey map is a technique that allows visualizing how customers interact with a brand. The advantage of using such a map lies in the fact that it forces a business owner or business manager to look at how customers actually experience the brand and not how your team assumes they do. Another main benefit of mapping a customer's journey is that "understanding and empathizing with customers lays the groundwork for meaningful interactions and successful business outcomes. It also provides a tangible framework for CX initiatives," LinkedIn Marketing Solutions Blog states.

25 questions and answers

How can customer journey maps help in improving the overall brand experience?

Customer journey maps can help improve the overall brand experience by providing a visualization of how customers interact with a brand. This forces business owners or managers to view the brand from the customer's perspective, rather than making assumptions. Understanding and empathizing with customers through this method lays the groundwork for meaningful interactions and successful business outcomes. It also provides a tangible framework for customer experience initiatives.

What role does customer feedback play in creating a customer journey map?

Customer feedback plays a crucial role in creating a customer journey map. It provides valuable insights into how customers experience the brand, their interactions, and their overall journey. This understanding and empathy towards customers lay the groundwork for meaningful interactions and successful business outcomes. It also provides a tangible framework for customer experience initiatives.

How can customer journey maps help in improving customer satisfaction?

Customer journey maps can help in improving customer satisfaction by providing a visual representation of how customers interact with a brand. This allows business owners or managers to understand and empathize with their customers' experiences, rather than making assumptions. This understanding lays the groundwork for meaningful interactions and successful business outcomes. It also provides a tangible framework for customer experience initiatives, which can lead to improved customer satisfaction.

There are four main types of customer journey maps:

  • Current State – these customer journey maps are the most commonly used. They provide insights into the actions, thoughts and emotions that customers currently experience when they interact with a brand.
  • Day in the Life – these customer journey maps provide insights into the actions, thoughts and emotions your customers currently experience in all the activities in which they partake on a daily basis, whether or not they are related to your brand.
  • Future State – these customer journey maps visualize what you assume the actions, thoughts and emotions your customers will be in the future when they interact with your brand.
  • Service Blueprint – these customer journey maps are a less fancy version of one of Current State, Day in the Life or Future State maps. They deal with the factors responsible for delivering customer experience, such as people, policies, tech and processes.

What are some ways to measure the effectiveness of customer journey maps?

The effectiveness of customer journey maps can be measured in several ways. One way is to track the changes in customer behavior and satisfaction over time. This can be done by conducting regular customer surveys and tracking key performance indicators (KPIs) such as customer satisfaction scores, Net Promoter Score (NPS), and customer churn rate. Another way is to assess the impact of changes made based on the insights gained from the journey maps. This can be done by comparing the performance metrics before and after the changes were implemented. Additionally, the effectiveness of journey maps can also be measured by the extent to which they help in identifying gaps in the customer experience and opportunities for improvement.

How can customer journey maps help in identifying gaps in customer service?

Customer journey maps can help in identifying gaps in customer service by providing insights into the actions, thoughts, and emotions that customers experience when they interact with a brand. They can highlight areas where the customer experience may be lacking or not meeting expectations. This can be in terms of people, policies, tech, and processes involved in delivering the customer experience. By identifying these gaps, businesses can take steps to improve their service and enhance the overall customer experience.

What are some ways to incorporate customer feedback into customer journey maps?

Customer feedback can be incorporated into customer journey maps in several ways. Firstly, it can be used to identify pain points in the current state of the customer journey. This can help in improving the areas where customers are facing difficulties. Secondly, feedback can be used to understand the customer's day-to-day interactions with the brand, which can help in creating a 'Day in the Life' map. Thirdly, customer feedback can be used to predict future interactions and expectations, which can be visualized in a 'Future State' map. Lastly, feedback can be used to improve the service blueprint by addressing the factors responsible for delivering customer experience.

Application

Aaron Agius, search, content and social marketer for Salesforce, Coca-Cola, Target and other brands, lists the following steps for mapping out a customer journey:

1. Set clear objectives for the map

Before creating your map, ask yourself why you are making one in the first place, Agius says. The questions to ask include: What goals are you directing this map towards? Who is it specifically about? What experience is it based upon?

2. Profile your personas and define their goals

Conduct extensive research. Questionnaires and user testing are both great tools to obtain customer feedback. You should only reach out to actual customers or prospects because the feedback you want should come from people who are genuinely interested in purchasing your products and services and who have interacted with your brand in the past or have plans to interact with it.

How can customer feedback be used to identify opportunities for growth and improvement?

Customer feedback can be used to identify opportunities for growth and improvement by highlighting areas where customers are not satisfied or where there is room for improvement. This feedback can be used to make changes to products or services, improve customer service, or identify new market opportunities. It can also help in understanding customer needs and expectations, which can guide the development of new products or services.

What are the benefits of using customer feedback in the decision-making process?

Customer feedback is crucial in the decision-making process as it provides insights into what is working well about your product or service and what should be improved. It can help identify the needs and wants of your customers, improve customer satisfaction and loyalty, and ultimately lead to increased profitability. It also allows you to make more informed decisions about your business strategy, products, and services.

How can customer feedback be used to make sense of customer stories at every stage?

Customer feedback can be used to understand customer stories at every stage by analyzing their experiences, needs, and expectations. This can be done through surveys, user testing, and direct communication. The feedback can help in identifying the strengths and weaknesses of your products or services, and in making necessary improvements. It can also provide insights into customer behavior and preferences, which can be used to tailor your offerings and marketing strategies.

3. Highlight your target customer personas

As soon as you have an idea about the different customer personas that interact with your brand, you need to narrow your focus down to one or two of them. "Remember, a customer journey map tracks the experience of one customer type who's taking a very specific path with your company. If you group too many personas into one journey, your map won't accurately reflect your customers' experience," Agius says.

4. List out all the touchpoints

Touchpoints are all the places on your company website that allow customers to interact with your brand. List out all the touchpoints your customers and prospects are currently using, in addition to the ones you believe they should be using if there is no overlap. Beyond your website, look at social channels, paid ads, email marketing, third-party review sites or mentions and any other way in which your customer might come across your brand online.

5. Identify the elements you want your map to show

There are four types of customer journey maps, which we mentioned above: Current State, Day in the Life, Future State and Service Blueprint. Depending on the specific purpose you have for the map, you can choose the proper one.

6. Determine the resources you have and the ones you lack

Your customer journey map should touch on nearly every part of your business and highlight all of the resources that go into developing the customer experience. It is crucial to take inventory of the resources you have and the ones you'll need to improve the customer's journey. "For example, maybe your map highlights some flaws in your customer service offer and you notice that your team doesn't have the tools they need to properly follow up with customers after a service interaction. Using your map, you can advise management to invest in customer service tools that will help your team manage customer demand," Agius says.

7. Take the customer journey yourself

The most important part of the customer journey map creation process is analyzing the results. Analyze how many people are clicking to your website but opt out without a purchase? How can you better support your customers? Incorporate all these answers in your map.

8. Apply the necessary changes to your products and processes

After the data is collected and your map is completed, you are ready to make the necessary changes to achieve your sales and growth goals. Maybe, this means making more distinct call-to-action links or writing longer descriptions under each product to make its purpose more clear. Also, remember that your customer journey map should be a constant work-in-progress. "Reviewing it on a monthly or quarterly basis will help you to identify gaps and opportunities for streamlining your customer journey further. Use your data analytics along with customer feedback to check for any roadblocks," Agius recommends.

The below customer journey map by Lancôme Cosmetics is a great example of how a brand can analyze its customers' behavior and needs and tailor the product or service experience to them. Lancôme's map doesn't spare a single detail and covers not only the customers' pain points, but also the type of content they post on social media and their thought processes. No wonder the beauty company's marketing and communications strategy is spot on and the worth of Lancôme Cosmetics is estimated by Forbes at $10.4 billion.

Customer Acquisition

Sales pipeline, customer journey maps (part 2), customer acquisition toolbox, marketing dashboard.

Customer Journey Mapping

Journey mapping helps you visualize how customers experience your product or service, and how they feel along the way. Scroll to step 6 for a real-life example from one of our product teams!

USE THIS PLAY TO...

Understand the customer journey from a specific persona's perspective so that you can design a better experience.

User Team

Running the play

Depending on how many touchpoints along the customer journey you're mapping, you might break the journey into stages and tackle each stage in pairs.

Sticky notes

Whiteboards.io Template

Define the map's scope (15 min)

Ideally, customer journey mapping focuses on the experience of a single persona  in a single scenario with a single goal. Else, the journey map will be too generic, and you'll miss out on opportunities for new insights and questions. You may need to pause creating a customer journey map until you have defined your customer personas . Your personas should be informed by  customer interviews , as well as data wherever possible.

Saying that, don't let perfect be the enemy of good! Sometimes a team just needs to get started, and you can agree to revisit with more rigor in  a few months' time. Once scope is agreed on, check your invite list to make sure you've got people who know the details of what customers experience when using your product or service.

Set the stage (5 min)

It's really important that your group understands the user  persona  and the goal driving their journey. Decide on or recap with your group the target persona and the scope of the journey being explored in your session. Make sure to pre-share required reading with the team at least a week ahead of your session to make sure everyone understands the persona, scope of the journey, and has a chance to delve deeper into research and data where needed. Even better- invite the team to run or attend the customer interviews to hear from customers first hand!

E.g. "We're going to focus on the Alana persona. Alana's role is project manager, and her goal is to find a scalable way for her team to share their knowledge so they spend less time explaining things over email. We're going to map out what it's like for Alana to evaluate Confluence for this purpose, from the point where she clicks that TRY button, to the point where she decides to buy it – or not."

Build a customer back-story (10 min)

Have the group use sticky notes to post up reasons why your target persona would be on this journey in the first place. Odds are, you'll get a range of responses: everything from high-level goals, to pain points, to requested features or services. Group similar ideas and groom the stickies so you can design a story from them.

These narratives should be inspired by actual customer interviews. But each team member will also bring a different perspective to the table that helps to broaden the lens.

Take a look at the example provided in the call out of this section. This back story starts with the pain points – the reasons why Alana would be wanting something like Confluence in the first place.

  • E.g., "Her team's knowledge is in silos"

Then it basically has a list of requirements – what Alana is looking for in a product to solve the bottom pain points. This is essentially a mental shopping list for the group to refer to when mapping out the customer journey.

  • E.g., "Provide structure"

Then it has the outcomes – goals that Alana wants to achieve by using the product

  • E.g., "To keep my team focused on their work instead of distracted by unnecessary emails and shoulder-taps"

And finally the highest-level goal for her and her team.

  • E.g., "Improve team efficiency"

Round off the back story by getting someone to say out loud what they think the overall story so far is, highlighting the main goals the customer has. This ensures a shared understanding that will inform the journey mapping, and improve the chances that your team will map it from the persona's point of view (not their own).

  • E.g., "Alana and her team are frustrated by having to spend so much time explaining their work to each other, and to stakeholders. They want a way to share their knowledge, and organize it so it's easy for people outside their team to find, so they can focus more energy on the tasks at hand."

Content search

For example...

Here's a backstory the Confluence team created. 

Map what the customer thinks and feels (30-60 min)

With the target persona, back story, and destination in place, it's time to walk a mile in their shoes. Show participants how to get going by writing the first thing that the persona does on a sticky note. The whole group can then grab stickies and markers and continue plotting the journey one action at a time.

This can also include questions and decisions! If the journey branches based on the answers or choices, have one participant map out each path. Keep in mind that the purpose of this Play is to build empathy for, and a shared understanding of the customer for the team. In order to do this, we focus on mapping the  current state of one discrete end to end journey, and looking for opportunities for improvement.

To do a more comprehensive discovery and inform strategy, you will need to go deeper on researching and designing these journey maps, which will need to split up over multiple sessions. Take a look at the variation below for tipes on how to design a completely new customer journey.

Use different color sticky notes for actions, questions, decisions, etc. so it's easier to see each element when you look at the whole map.

For each action on the customer journey, capture which channels are used for the interactions. Depending on your context, channels might include a website, phone, email, postal mail, face-to-face, and/or social media.

It might also help to visually split the mapping area in zones, such as "frontstage" (what the customer experiences) versus "backstage" (what systems and processes are active in the background).

Journey mapping can open up rich discussion, but try to avoid delving into the wrong sort of detail. The idea is to explore the journey and mine it for opportunities to improve the experience instead of coming up with solutions on the spot. It's important not only to keep the conversation on track, but also to create an artefact that can be easily referenced in the future. Use expands or footnotes in the Confluence template to capture any additional context while keeping the overview stable.

Try to be the commentator, not the critic. And remember: you're there to call out what’s going on for the persona, not explain what’s going on with internal systems and processes.

To get more granular on the 'backstage' processes required to provide the 'frontstage' customer value, consider using Confluence Whiteboard's Service Blueprint template as a next step to follow up on this Play.

lightning bolt

ANTI-PATTERN

Your map has heaps of branches and loops.

Your scope is probably too high-level. Map a specific journey that focuses on a specific task, rather than mapping how a customer might explore for the first time.

Map the pain points (10-30 min)

"Ok, show me where it hurts." Go back over the map and jot down pain points on sticky notes. Place them underneath the corresponding touchpoints on the journey. Where is there frustration? Errors? Bottlenecks? Things not working as expected?

For added value, talk about the impact of each pain point. Is it trivial, or is it likely to necessitate some kind of hack or work-around. Even worse: does it cause the persona to abandon their journey entirely?

Chart a sentiment line (15 min)

(Optional, but totally worth it.) Plot the persona's sentiment in an area under your journey map, so that you can see how their emotional experience changes with each touchpoint. Look for things like:

  • Areas of sawtooth sentiment – going up and down a lot is pretty common, but that doesn't mean it's not exhausting for the persona.
  • Rapid drops – this indicates large gaps in expectations, and frustration.
  • Troughs – these indicate opportunities for lifting overall sentiments.
  • Positive peaks – can you design an experience that lifts them even higher? Can you delight the persona and inspire them to recommend you?

Remember that pain points don't always cause immediate drops in customer sentiment. Sometimes some friction may even buold trust (consider requiring verification for example). A pain point early in the journey might also result in negative feelings later on, as experiences accumulate. 

Having customers in the session to help validate and challenge the journey map means you'll be more confident what comes out of this session. 

Analyse the big picture (15 min)

As a group, stand back from the journey map and discuss trends and patterns in the experience.

  • Where are the areas of greatest confusion/frustration?
  • Where is the journey falling short of expectations?
  • Are there any new un-met needs that have come up for the user type?
  • Are there areas in the process being needlessly complicated or duplicated? Are there lots of emails being sent that aren’t actually useful? 

Then, discuss areas of opportunity to improve the experience. E.g., are there areas in the process where seven steps could be reduced to three? Is that verification email actually needed?

You can use quantitative data to validate the impact of the various opportunity areas identified. A particular step may well be a customer experience that falls short, but how many of your customers are actually effected by that step? Might you be better off as a team focused on another higher impact opportunity?

Here's a user onboarding jouney map our Engaging First Impressions team created.

Be sure to run a full Health Monitor session or checkpoint with your team to see if you're improving.

MAP A FUTURE STATE

Instead of mapping the current experience, map out an experience you haven't delivered yet. You can map one that simply improves on existing pain points, or design an absolutely visionary amazeballs awesome experience!

Just make sure to always base your ideas on real customer interviews and data. When designing a totally new customer journey, it can also be interesting to map competitor or peer customer journeys to find inspiration. Working on a personalised service? How do they do it in grocery? What about fashion? Finance?

After the mapping session, create a stakeholder summary. What pain points have the highest impact to customers' evaluation, adoption and usage of our products? What opportunities are there, and which teams should know about them? What is your action plan to resolve these pain points? Keep it at a summary level for a fast share out of key takeaways.

For a broader audience, or to allow stakeholders to go deeper, you could also create a write-up of your analysis and recommendations you came up with, notes captured, photos of the group and the artefacts created on a Confluence page. A great way of sharing this information is in a video walk through of the journey map. Loom is a great tool for this as viewers can comment on specific stages of the journey. This can be a great way to inspire change in your organization and provide a model for customer-centric design practices.

KEEP IT REAL

Now that you have interviewed your customers and created your customer journey map, circle back to your customers and validate! And yes: you might learn that your entire map is invalid and have to start again from scratch. (Better to find that out now, versus after you've delivered the journey!) Major initiatives typically make multiple journey maps to capture the needs of multiple personas, and often iterate on each map. Remember not to set and forget. Journeys are rapidly disrupted, and keeping your finger on the pulse of your customer's reality will enable your team to pivot (and get results!) faster when needed.

Related Plays

     Customer Interview

     Project Poster

Want even more Playbook?

Drop your email below to be notified when we add new Health Monitors and plays.

Thanks! Now get back to work.

Got feedback?

Drop a question or comment on the Atlassian Community site.

Shared understanding

Different types of teams need to share an understanding of different things.

LEADERSHIP TEAMS

The team has a  shared vision  and collective  purpose  which they support, and  confidence  they have made the right strategic bets to achieve success.

Proof of concept

Project teams.

Some sort of demonstration has been created and tested, that demonstrates why this problem needs to be solved, and demonstrates its value.

Customer centricity

Service teams.

Team members are skilled at  understanding , empathizing and  resolving  requests with an effective customer feedback loop in place that drives improvements and builds trust to improve service offerings.

Creating the user's backstory is an important part of user journey mapping.

Free PowerPoint Case Study Presentation Templates

By Joe Weller | January 23, 2024

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We’ve collected the top free PowerPoint case study presentation templates with or without sample text. Marketing and product managers, sales execs, and strategists can use them to arrange and present their success stories, strategies, and results.

On this page, you'll find six PowerPoint case study presentation templates, including a  marketing case study template , a  problem-solution-impact case study , and a  customer journey case study template , among others. Plus, discover the  key components of successful case study presentations , find out the  different types of case study presentations , and get  expert tips .

PowerPoint Single-Slide Case Study Presentation Template

Single-Slide Case Study Presentation Example Template PowerPoint

Download the Sample Single-Slide Case Study Presentation Template for PowerPoint Download the Blank Single-Slide Case Study Presentation Template for PowerPoint

When to Use This Template:  Use this single-slide case study presentation template when you need to give a quick but effective overview of a case study. This template is perfect for presenting a case study when time is limited and you need to convey key points swiftly.

Notable Template Features: You can fit everything you need on one slide. Download the version with sample text to see how easy it is to complete the template. Unlike more detailed templates, it focuses on the main points, such as the problem, solution, approach, and results, all in a compact format. It's great for keeping your audience focused on the key aspects of your case study without overwhelming them with information.

PowerPoint Marketing Case Study Template

Marketing Case Study Example Template PowerPoint

Download the Sample Marketing Case Study Template for PowerPoint

Download the Blank Marketing Case Study Template for PowerPoint

When to Use This Template: Choose this marketing case study template when you need to dive deep into your marketing strategies and results. It's perfect for marketing managers and content marketers who want to showcase the detailed process and successes of their campaigns. 

Notable Template Features: This template focuses on the detailed aspects of marketing strategies and outcomes. It includes specific sections to outline business needs, results, and strategic approaches.

PowerPoint Problem-Solution-Impact Case Study Template

Problem-Solution-Impact Case Study Example Template PowerPoint

Download the Sample Problem-Solution-Impact Case Study Template for PowerPoint

Download the Blank Problem-Solution-Impact Case Study Template for PowerPoint

When to Use This Template:  This problem-solution-impact case study template is useful for focusing on how a challenge was solved and the results. Project managers and strategy teams that want to clearly portray the effectiveness of their solutions can take advantage of this template. 

Notable Template Features: This template stands out with its clear structure that breaks down the case into problem, solution, and impact. Use the template — available with or without sample data — to help you tell a complete story, from the issue faced to the solution and its results, making it perfect for presentations that need to show a clear cause-and-effect relationship.

PowerPoint Comparative Study Template

Comparative Study Example Template PowerPoint

Download the Sample Comparative Study Template for PowerPoint  

Download the Blank Comparative Study Template for PowerPoint  

When to Use This Template:  Choose this comparative study template — available with or without sample data — to illuminate how different products, strategies, or periods stack up against each other. It's great for product managers and research teams who want to do side-by-side comparisons. 

Notable Template Features: This template lets you put things next to each other to see their differences and similarities, with a focus on direct comparisons. Use the columns and split slides to make the content easy to understand and visually appealing, perfect for highlighting changes or different approaches.

PowerPoint Customer Journey Case Study Template

Customer Journey Case Study Example Template PowerPoint

Download the Sample Customer Journey Case Study Template for PowerPoint

Download the Blank Customer Journey Case Study Template for PowerPoint

When to Use This Template: This template is useful for customer experience managers and UX designers who need to understand and improve how customers interact with what they offer. Use the customer journey case study template with sample data to see how to show every step of a customer's experience with your product or service. 

Notable Template Features:  This template focuses on the whole path a customer takes with a product or service. It follows them, from first learning about the offering to after they buy it.

PowerPoint Case Study Storyboard Template

Case Study Storyboard Example Template PowerPoint

Download the Sample Case Study Storyboard Template for PowerPoint   Download the Blank Case Study Storyboard Template for PowerPoint  

When to Use This Template:  Creative teams and ad agencies should use this case study storyboard template — with or without sample data — to tell a story using more images than text.

Notable Template Features: This template transforms a case study into a visual story. Effectively communicate the journey of a business case, from the challenges faced to the solutions implemented and the results achieved.

Key Components of Successful Case Study Presentations

The key components of successful case study presentations include clear goals, engaging introductions, detailed customer profiles, and well-explained solutions and results. Together they help you present how your strategies succeed in real-world scenarios. 

The following components are fundamental to crafting a compelling and effective marketing case study presentation:   

  • Clear Objective:  Define the goal of your case study, ensuring it addresses specific questions or goals. 
  • Engaging Introduction:  Start with an overview of the company, product, or service, as well as the context to provide necessary background information. 
  • Customer Profile:  Detail your target customer demographics and their needs to help the audience understand who the marketing efforts are aimed at and their relevance. 
  • The Challenge:  Clearly articulate the primary problem or issue to overcome to establish the context for the solution and strategy, highlighting the need for action. 
  • Solution and Strategy:  Describe the specific strategies and creative approaches used to address the challenge. These details should demonstrate your approach to problem-solving and the thought process behind your decisions. 
  • Implementation:  Explain how the solution was put into action to show the practical application. This description should bring your strategy to life, allowing the audience to see how you executed plans. 
  • Results and Impact:  Present measurable outcomes and impacts of the strategy to validate and show its effectiveness in real-world scenarios. 
  • Visual Elements:  Use charts, images, and infographics to make complex information more accessible and engaging, aiding audience understanding. 
  • Testimonials and Quotes:  Include customer feedback or expert opinions to add credibility and a real-world perspective, reinforcing your strategy’s success. 
  • Lessons Learned and Conclusions:  Summarize key takeaways and insights gained to show what the audience can learn from the case study. 
  • Call to Action (CTA):  End with an action you want the audience to take to encourage engagement and further interaction.

Different Types of Case Study Presentations

The types of case study presentations include those that compare products, showcase customer journeys, or tell a story visually, among others. Each is tailored to different storytelling methods and presentation goals.

The following list outlines various types of case study presentations:   

  • Problem-Solution-Impact Case Study:  This type focuses on a clear narrative structure, outlining the problem, solution implemented, and final impact. It's straightforward and effective for linear stories. 
  • Comparative Case Study:  Ideal for showcasing before-and-after scenarios or comparisons between different strategies or time periods. This option often uses parallel columns or split slides for comparison. 
  • Customer Journey Case Study:  Centered on the customer's experience, this option maps out their journey from recognizing a need to using the product or service, and the benefits they gained. It's a narrative-driven and customer-focused case study format. 
  • Data-Driven Case Study:  Emphasizing quantitative results and data, this format is full of charts, graphs, and statistics. This option is perfect for cases where numerical evidence is the main selling point. 
  • Storyboard Case Study:  Use this type to lay out the case study in a storytelling format. This option often relies on more visuals and less text. Think of it as a visual story, engaging and easy to follow. 
  • Interactive Case Study:  Designed with clickable elements for an interactive presentation, this type allows the presenter to dive into different sections based on audience interest, making it flexible and engaging.
  • Testimonial-Focused Case Study:  This format is best for highlighting customer testimonials and reviews. It leverages the power of word of mouth and is highly effective in building trust.

Expert Tips for Case Study Presentations

Expert tips for case study presentations include knowing your audience, telling a clear story, and focusing on the problem and solution. They can also benefit from using visuals and highlighting results.

“Case studies are one of the most powerful tools in an organization’s marketing arsenal,” says Gayle Kalvert, Founder and CEO of  Creo Collective, Inc. , a full-service marketing agency. “Done correctly, case studies provide prospective buyers with proof that your product or service solves their business problem and shortens the sales cycle.”   

Gayle Kalvert

“Presentations are probably the most powerful marketing asset, whether for a webinar, a first meeting deck, an investor pitch, or an internal alignment/planning tool,” says marketing expert  Cari Jaquet . “Remember, the goal of a case study presentation is not just to inform, but also to persuade and engage your audience.” 

Cari Jaquet

Use these tips to make your presentation engaging and effective so that it resonates with your audience:   

  • Know Your Audience:  Tailor the presentation to the interests and knowledge level of your audience. Understanding what resonates with them helps make your case study more relevant and engaging. “Presentations can also be a forcing function to define your audience, tighten up your mission and message, and create a crisp call to action,” explains Jaquet.
  • Tell a Story:  Structure your case study like a story, with a clear beginning (the problem), middle (the solution), and end (the results). A narrative approach keeps the audience engaged. 
  • Focus on the Problem and Solution:  Clearly articulate the problem you addressed and how your solution was unique or effective. This section is the core of a case study and should be given ample attention. 
  • Use Data Wisely:  Incorporate relevant data to support your points, but avoid overwhelming the audience with numbers. Use charts and graphs for visual representation of data to make it more digestible. 
  • Highlight Key Results:  Emphasize the impact of your solution with clear and quantifiable results. This could include increased revenue, cost savings, improved customer satisfaction, and similar benefits.
  • Incorporate Visuals:  Use high-quality visuals to break up text and explain complex concepts. Consider using photos, infographics, diagrams, or short videos.  “I put together the graphics that tell the story visually. Speakers often just need a big image or charts and graphs to help guide their talk track. Of course, if the audience expects details (for example, a board deck), the graphic helps reinforce the narrative,” shares Jaquet.
  • Include Testimonials:  Adding quotes or testimonials from clients or stakeholders adds credibility and a real-world perspective to your presentation. 
  • Practice Storytelling:  A well-delivered presentation is as important as its content. Practice your delivery to ensure you are clear, concise, and engaging. At this point, it also makes sense to solicit feedback from stakeholders. Jaquet concurs: “Once my outline and graphics are in place, I typically circulate the presentation draft for review. The feedback step usually surfaces nuances in the story or key points that need to show up on the slides. There is no point in building out tons of slides without alignment from the speaker or subject matter experts.”
  • End with a Strong Conclusion:  Summarize the key takeaways and leave your audience with a final thought or call to action. 
  • Seek Feedback:  After your presentation, request feedback to understand what worked well and what could be improved for future presentations. 

“Don't underestimate the power of a great presentation. And don't wait until the last minute or try to invent the wheel on your own,” advises Jaquet. “Many times, getting the next meeting, winning the deal, or getting the project kicked off well, requires your audience to understand and believe your story.”

Streamline and Collect All the Elements Needed for a Case Study with Smartsheet

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10 Inspiring SlideShare Presentations For Your Customer Experience

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In the last few years, SlideShare has become the perfect place if you are a digital leader looking for inspiration. A true business platform, with over 70 million unique visitors. No wonder that it is today one of the top 100 most-visited websites in the world.

It surely is the world’s largest community for professional content, even though sometimes the amount of information can be daunting. We have done the dirty work for you, tracking down 10 of the most inspiring SlideShare presentations that could help you improve customer experience.

As of now, SlideShare counts on 18 million pieces of unique content. It is widely considered an easy way for brands and individuals to share their expertise with large audiences across social platforms, building a distinctive identity in an easy-to-consume format.

If you have a story packed with compelling visuals, ' SlideShares ' make the perfect content dissemination tool. Thus, you must consider this site a major cornerstone for your content marketing strategy.

Even if you are just searching for a good read about customer experience , there are plenty of presentations you can take as a guide, to learn how to engage and monetize your digital customers, and eventually retain their eternal loyalty.

Customer experience management mirrors the complexity of the digital customer journey of the mobile era. From social media to mobile marketing, from Big Data to customer retention, there are many aspects you have to take into account before implementing your business strategy.

Here is our selection of must-read for all marketers and entrepreneurs out there.

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Customer Journey Presentation Template

customer service journey presentation

Customer Journey Presentation

Transcript: AWARENESS AWARENESS Facebook & Instagram Ads We want to impact users in Social Media with ads which have interesting content for our target. Our aim is t.o send the message in a clear and direct way using two types of posts: - Posts with offfers - Posts with financial produts. Facebook & Instagram Ads Google Search Google Search We use it in order to satisfy our users' searchs related to Renault Financiación, Dacia Financiación and Nissan Financiación. Using this, we make the first stage of conversion funnel, more direct, intuitive and useful to the user. Advertising Studio Advertising Studio MAIN CHARACTERISTICS: - It activates the users' data kept in SalesForce, like Social Media - It increases the Customer ROI through upsell campaigns, renovations and re-engagement - Improves the users experience with multichannel customer journeys - Re- enlist inactive users through the customer journey PROSPECTS: - It finds new prospects through “lookalikes” - It create advanced campaigns of leads generation, with an accurate segmentation and optimized investment CONSIDERATION CONSIDERATION Financial Websites Specific products information for users who already know about the car Highly SEO optimized sites to answer all questions the potential customers may have in this phase of the journey High value content focused on lead generation Detailed analytics tracking to know more about the users behavior Financial Websites Renault Finance Nissan Finance Dacia Finance Brand Websites Brand Websites Inside the 2021 projects, we highlight our CRM integrated with the brands. In order to complete this strategy, we have launched a complete project of integration into the brands' webs. With this action we want to: - Simplify the customer journey. - Build a new coherent Customer Journey. - Use the financial conditions as the trigger of the purchase - Reduction of number of clics - Make the user to stay at the same web page all the time Some of the changes we have planned: Presence of the simulator during the whole process Fees and prices in the Home Information pills in product pages PDFs to Download with information about Financial Products Financial simulator Financial Simulator In this phase, it is important to give the potential customer the most accurate information about the different options they have to acquire the car. And this is the main role of the financial simulator. Giving the user the chance to see different quotes or to "play" with different entries is a must. Renault Nissan But there is always room for improvements. Our proposals for 2021: Other finance products integration (Box, Renting, Classic) Lead generation focus Optional services One click strategy along the journey Online Pre - Approval Online Pre-aproval BEGINNING OF THE PROCESS BEGINNING OF THE PROCESS Once the system checks the information, the customer receives a message with the result. He has the option to upload some documents such as ID, Bank and income receipts. - Stand alone module to give the customer the possibility to check if the credit is possible or not - It can be implemented on any website - With a few fields the customer receive a confirmation Customer information First Check RCI Seguros RCI Seguros In collaboration with Marketing Team we have created a complete new and customer oriented brand in order to show RCI as a insurance supplier not only as a financial accompaniment A complete web focused on our insurances supported by the main brands like Caser, Mapfre, Axa... With this action we want to improve the stand alone sales. PURCHASE PURCHASE You Rent Online You Rent Online Contract your renting online in 5 steps and receive it at home in less than 10 days 1. Select your car 2. Choose desired months & kms 3. Fill in personal data form 4. Upload a few documents 5. Pay and sign the contract online ... and get the car! +560 leads +145k users +103 docs +4 cars +39k select a car Web Stock Nissan Web Stock Nissan 4. Reservation Payment 2. Car configuration 1. Model Section 3. Customer Form ID generation Online order Stock units PVP with discounts Financing selection Direct payment to the dealer With Web Stock Nissan our customers are able to buy their new car online doing the whole process from their home. RCI Online RCI Online CUSTOMER AT HOME 1. UC Selection - OCR of all the documents - Online signature of the financing contract 2. Gladis (Offer F) 3. Preaceptation 4. Dealer Selection 5. Online Payment 300€ to reserve the car 6. Lead sent to Leader 7. Order sent to @baco Finance Offer registered in @baco 8. RCI Online 8. RCI Online 9. UC Delivery Online Acceptance process CUSTOMER JOURNEY SELLER IN @BACO - Financial offers generation - E-mail delivery for online financing register E-SIGNATURE e-Signature - This process allow the customer to sign the contract totally online. - It can be integrated as a brick in any process - Once the customer read the document, he receive in his phone a pin code to finish the signature SERVICE & RETENTION

customer service journey presentation

Customer Journey

Transcript: Application is either declined or accepted When declined text is sent Leads come through a third party source via brokers When accepted I&E is completed and car search begins Application is sent to TCFC Credit Report is run Decision is made based on information If approved sent to Direct Sales Documents are sent to Head Office and payouts look over all documents to ensure the finance is all in place Payouts okay documents and deal is paid out Decision Quoting Underwriting At sign up customer goes through all documentation and proofs that they brought This is completed by a field deal maker Payout Head office quote and book customer into sign the agreement Warrington book North West Appointment's Live deal Fully Approved Customer Journey Lead Generation Sign Up Accepted When car is found and approved the application is then placed in Fully Approved

customer service journey presentation

customer journey

Transcript: Admission Office develop card Card office Home adress updatecard registration apply for card uppload picture Pay fees Blue folder Fill in adress send card System map for Swedish Student test card

customer service journey presentation

Transcript: MARKETING AUTOMATION (MA), SALESFORCE, DIGITAL MARKETING & THE CUSTOMER JOURNEY PRESENTERS CHRIS FLORES NC State KEITH BRETZIUS Michigan NATASHA FRISCH Paciolan MICHAELA PATT Paciolan AWARENESS AWARENESS Facebook & Instagram Ads Static Image Ad Linear Storytelling through the Stories Placement Hype Footage Facebook & Instagram Ads Google Display Drive Awareness Increase Consideration Target Local Affinity Contextual Website Google Display Google Search Google Search "Official Tickets" High Intent Keywords Specific to Tickets, Schedule Can Use Google Analytics Audiences Link User to Schedule Page Build Retargeting Pool Facebook Lead Gen Facebook Lead Generation Custom Form Salesforce/CRM Integration Compatible Detailed Targeting Past Purchasers Engaged Fans Local Sports Fans Marketing Automation Prospecting Emails Emails based on things like subscriptions, order history, zip code, etc. Typically sent manually MA Prospecting Emails Salesforce Prospecting Campaigns Direct Call Campaigns Direct Email Campaigns from Rep through Salesforce Salesforce Prospecting Campaigns Connected TV Brand Awareness Fuel Increased Search Traffic Bid on Same Broadcast Networks as Traditional TV Household Targeting Connected TV CONSIDERATION CONSIDERATION Customer Lands on eVenue Lands on eVenue Customer lands on eVenue but has no activity, an Adobe embedded form can pop up asking for more information Great way to get NEW users into your Adobe database Adobe Form Submit Embedded Adobe forms can trigger several other activities Update current account or create new account in Adobe Send follow up email to customer Send an internal notification to a sales rep Populate form response on lead dashboards in Salesforce Adobe Form Submit MA Consideration Emails Shopping Cart Abandonment Web Nurturing Behavior-Based Retargeting MA Consideration Emails Sent after 2+ visits on high-value page Dynamic content based on item that was abandoned Salesforce Lead Generation Campaigns Daily Watch Dashboards Account Opportunities, Tasks & Marketing Activities Salesforce Lead Gen Campaigns Account-level view of Marketing Activities Daily Watch dashboards display leads from Marketing Activities like Form Submits and High Value Page Views for sales reps to take action on. Can generate lead source reports like Marketing Activities by type and Top Activity Reports over the last 90 days Targeted Google Display Ads Website Retargeting CRM Targeting Lookalike Audiences Specific Copy Targeted to a Specific Audience Targeted Google Display Targeted Facebook & Instagram Ads Audience Segmentation Website Retargeting CRM Targeting Lookalike Socially Engaged Targeted Facebook & Instagram Ads Personalized URL and Digital Invoice If a customer is a returning customer, can provide a custom renewal website and a digital invoice to assist in the consideration phase Personalized URL & Digital Invoice PURCHASE PURCHASE Salesforce Updates Salesforce Account Updates Service Rep can be assigned to first-time purchasers Transaction Data Automatically Updated to Account MA Confirmation Thank You Email MA Confirmation Thank You Email Supplement back office confirmation email with more information Can pull in transaction data to display automatically SERVICE & RETENTION SERVICE & RETENTION MA Engagement Campaigns MA Engagement Campaigns Happy Birthday Emails Holiday Cards Digital Engagement Thank You Campaign Coming Soon MA Pre Event Communication Mobile Ticket Reminders Flex Pack How-To Reminders Pre-game Informational Emails MA Pre Event Communication MA Event Communications Scan-In External Welcome Emails Scan-In Internal Notifications with automatic Salesforce tasks logged MA Event Communication Task Logged in Salesforce Internal Notification w/Contact Info MA Post Event Communications Postgame Cross-Promotional Emails based on scan data Postgame Surveys Attendance and Survey Responses can be added into Lead Scoring calculations if done through Adobe MA Post Event Communication MA Retention Campaigns Exclusive Newsletters Stewardship emails Special offers through specific email preference Seat allocation specific pURL MA & Salesforce Retention Campaigns Renewal Dashboards Enhanced Reporting Lead Scoring Salesforce Opportunities MARKETING AUTOMATION (MA), SALESFORCE, DIGITAL MARKETING & THE CUSTOMER JOURNEY THANK YOU! QUESTIONS? Please complete the online session evaluation at http://pacnet.paciolan.com/schedule to be entered for a chance to win one of two iPads. For each session you review, you receive an entry into the drawing & increase your odds of winning!

customer service journey presentation

Journey Template

Transcript: Great for Explaining Ideas Creativity? View a Sample Prezi! Add Multimedia!!!! Easy to Use PowerPoint Learn Prezi Non-Linear The Journey Template Promotes creativity Start our Journey PREZI Deskop Mode Why Prezi? Insert Diagrams and Shapes Insert Youtube Videos

customer service journey presentation

Transcript: 11th April 2013 Genuinely customer-centric feedback Expectations and Perceptions There is a formula for satisfaction... The longer we run this, the more we can improve our service and reach consistently high levels of satisfaction Tailors to each service The benefits... Jan 2012 “How would you improve the levels of satisfaction to the customers of Lincolnshire through the CSC within an austere financial environment.” We're 10 days in and you should have had some progress... The Journey We're great!! Daniel Taylor Adaptive Future Looking & Innovative Industry Leading in Local Government Handled in-house Opportunity for staff Infrequent enough that it can be a controlled impact 3 key elements Customer expectations and our own Qualitative and quantitative feedback Manageable and relevant Orientated towards each service Wealth of quality MI for future service decisions The practicalities... No money Need to be organised Business Support approach - share the workload Opportunities for staff It's our process, for Lincolnshire's needs. Repeat. Adapt. Perfect. ...but everyone else is great too! Feb 2012 What has happened since we last spoke? How satisfied are you with the overall experience out of 10 More/Less satisfied - In a sentence - Why? (yes, we also look at an Advisor level too) (noting that this part isn't needed for all services...) The start of the experience for those that say "yes!" Flexible call back time, but push for same day. After 5pm for non-professionals. The goal is day 1 experience here. E-form based: Rate your expectations of service out of 10 How satisfied were you at the end of the call out of 10 More/Less satisfied - In a sentence - Why? First time user of the service or repeat user? Quarterly basis Customers contact the CSC (telephony only initially) For a week we ask all customers if they'll help us improve by giving 30 second feedback about the call they've had and again, later, with how things progress Business Operations Manager Presentation The conclusion of the experience (?) for those that said "yes!" The logic... - Metric information will still be used - Emphasis on qualitative & constructive feedback - Adaptive to every customer's requirements & every service I'd Welcome Any Questions... Thank you for listening.

customer service journey presentation

Transcript: What do your customers encounter on their journey through your product or service? Does their reality of the journey match your perception? The Customer Journey gets you using a whole variety of analytical tools to look at the journey The journey theme helps you to create a map that looks at each step You end up with a flowchart. Then improvements can be planned for each step. Lots of little incremental improvements that are easy to achieve! It's 'Performance Measurement' and 'Continuous improvement' BUT from the customer's point of view Customer Journey Perception= E.G. Reality = Where do I get the tel number? Book Call Confirm we looked at a booking system, the owner thought there was 3 steps to the process, we counted 13 Search the website: can I find it? Call: bookings only taken between 2pm - 4pm etc etc etc etc etc web analyitcs focus groups surveys tracking mystery shopper video analysis etc

customer service journey presentation

Customer journey presentation

Transcript: Customer Journeys Who are the key players? Commercial Agent Tenant representative Client of Tenant rep Commercial Landlord

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How does a customer get to know your product? And how is the process in which they decide whether to buy it from you or from the competence? Finally, when they have already acquired the product, what service will you offer to retain the customer? This process is called customer journey and this set of infographics is the perfect canvas for you to create a journey for your potential clients. This pack includes 32 visual infographics with German text that you can use, you know what they say about Germans and their efficiency!

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customer service journey presentation

Customer experience (CX) defines a customer’s journey with a company, including both direct and indirect touchpoints. Businesses that place the emotional needs of the buyer persona at the forefront of the customer experience strategy fosters great relationships. Forrester reports that customer experience is a high priority for about 75% of global business and technology professionals and their organizations. However, finding ways to increase customer engagement and brand loyalty can be a challenge. Here are seven customer experience trends that can help business leaders elevate their companies and improve their CX strategies.

Trend 1: Sustainability for customer satisfaction

A new generation of consumers creates a need for new approaches to customer relationships. While sustainability is a growing value aligned to business, the way companies approach customer-centric sustainability efforts ought to be different for their younger consumers.

A brand needs to implement sustainability as part of its identity to better connect with this new age of consumers. Gen Z and Millennial customers are 27% more likely to purchase from a company than older generations, if they believe that the brand cares about its impact on people and the planet. Even better, if the company’s product or solution is higher quality because of sustainable contributors, the brand might exceed customer expectations.

Reformation is a trendy clothing company that uses their commitment to sustainability as part of their business strategy. Unlike most e-commerce sites, Reformation has a dedicated navigation for customers to explore their sustainability efforts. The section headline of the site is their tagline, “ being naked is the #1 most sustainable option. We’re #2 .” Along with punchy marketing, the brand details exactly how they’re providing sustainable products. They site their production process, material sourcing information, product care information, and even their sustainability reports. By providing transparency and communicating their mission, Reformation has become known for their commitment to social good among the younger generations.

Trend 2: Omnichannel CX: Meeting customers where they are 

A customer interaction with a business often goes through multiple touchpoints before that customer decides to engage with the brand. By implementing an omnichannel CX strategy, companies can expedite this process through interacting with their customer base in different places like social media apps, streaming platforms, e-commerce sites and more.

It is important to understand customer behaviors on various channels. For example, brand recognition on a podcast episode is great for awareness, but how many times do you click out of a podcast to purchase something? It may not be the channel for driving the digital customer experience; however, it might be one touchpoint in the customer journey. Adjust messaging to best fit different platforms and adapt marketing strategies to create a seamless omnichannel experience for your customers.

A company that has a consistent omnichannel strategy is Disney. Along with a memorable logo and the slogan “The most magical place on earth,” Disney keeps the spirit of its brand alive across the various platforms they serve. The founder, Walt Disney, wanted to create a seamless experience for customers that emphasizes the themes of family, fun, and entertainment throughout all messaging.

Today, this strategy is visible in the My Disney Experience tool, which places the control in the hands of the customer to create their dream Disney trip. Keeping in mind a customer-centric omnichannel strategy, Disney considers each interaction that a child might have with the brand when positioning their messaging. This includes movies, TV ads, in-store costumes, and in-person character experiences.

Trend 3: Investing in a valuable loyalty program

The name states the benefit itself, loyalty programs reward customers for their continued business, but they are also shown to increase customer retention. 79% of customers are more likely to do business with a company because of their loyalty program. Many businesses are even personalizing their programs, adding a hierarchy of loyalty status, to highlight their most loyal customers. Given the correlation between customer retention and customer loyalty, it is important that companies have a proactive approach to improving on their loyalty program benefits.

Beauty retail giant Sephora is known for their Beauty Insider Program . Free to join, this program recognizes shoppers into tiers based on their annual store spending—Insiders, VIB, and Rouge. Each tier rewards shoppers for their spending by equating points amount to a given dollar, for example Insiders get one point for every dollar spent. Along with a free birthday gift, all members get access to free, trial-sized products. As you move up the tiers more rewards are given spanning from early access to new product launches, higher discounts, additional birthday perks, makeup training classes, and even complimentary full-sized products.

Trend 4: Prioritizing customer accessibility to information

Customers want to have control over their interactions with a company. AI-powered chatbots allow customers unlimited access to information via messaging. Also, optimizing search on webpages makes for an easier digital customer experience. Businesses should provide more of these self-service options for their customer experience—like booking appointments, order tracking, and customer support bots. Allowing your customer base access to this information gives them the functions to control their customer journey. Access to more information allows your customers to feel trusted, which is the foundation Airbnb build their business on.

For many reasons—building trust, including customers in decision making, and creating a belonging culture—Airbnb has great customer loyalty. The company connects strangers renting their properties with people looking to stay in different locations across the world. This model sounds like it can invite disaster; however, by providing a trusted 24/7 customer support program, Airbnb upholds their customer experience. The company uses an omnichannel experience, through providing bots, live agents, social media messaging, in-app messaging, and 24/7 phone and email support. Additionally, the Airbnb Help Center includes a plethora of resources at the customer’s disposal. They can choose their tailored experience, whether they’re a guest, host, experience host, or travel admin. Along with optimized search, the help center includes blogs, FAQs, contact information, and topic level organization.

Trend 5: Personalized experiences using data and generative AI

As stated, emotional connection with customers is a foundational element of customer experience. Using data, companies can implement hyper-personalization into their CX strategy. Enterprises can collect predictive analytics from customer relationship management (CRM) systems to better personalize experiences. CRM systems provide 360-degree customer data—from sales, marketing, and other functions—that can inform features like product recommendations, virtual cart reminders, SMS stock alerts, and even greeting customers by name when shopping online.

How can businesses differentiate their personalization efforts to better connect with their customers? Improving the hyper-personalization of customer experience was identified as a top use case by 42% of AI decision-makers. Through technology like generative AI, companies can better identify trends in individual’s behavior and create personalized experiences. AI is not a new territory for eBay. The company has been using the technology to create better experiences for both sellers and shoppers.

Along with their personalized shopping assistant, Shop Bot, eBay announced the release of a generative AI powered listing tool for sellers. The new tool, which is identified by eBay as a new “ magical listing experience ,” can extract information pictures provided by the seller to create descriptions and optimize the selling experience. Another example of how this tool works is that a seller can give their item a title and use generative AI to get recommended categories and other information that describes the item. Overall creating a more streamlined listing process for eBay sellers.

Trend 6: Understanding new technologies

Just as artificial intelligence can help with hyper-personalization, it can also help businesses to develop new experiential marketing strategies that better connect with customer expectations. IBV reported that 78% of global executives have an approach to scale generative AI into customer and employee experiences. Through creating memorable experiences, businesses can develop a more emotional connection to customers. Even exploring and understanding new technologies like virtual and augmented reality might help businesses create an immersive experience for their customers.

One example of this is IKEA teaming up with Apple’s iOS 11 and ARkit to launch IKEA Place to equip their customers to be better interior designers. The app allows for furniture to be placed virtually in their residence via AR technology through their iPhone. According to IKEA the accuracy is at 98%, this allows customers to picture their products in their personal space before purchasing and eliminates the need to travel to a store location.

Trend 7: Ensuring data privacy for customers

Customers are willing to share personal information, especially knowing it can provide real-time solutions and hyper-personalization. In fact, 50% of customers are willing to share personal information to help create a tailored customer experience. These metrics can create advancements to relationships, products, and service experiences with a business. However, customers want to know how their data will be used and they want to trust that the company can protect their personal information against data breaches. It is important for companies to share usage and privacy intentions with clear messaging so users can better understand how their data is benefiting their customer journey.

Customer experience as a competitive advantage

A customer’s needs vary depending on the individual, and generative AI can support businesses in pleasing as many customers as possible through hyper-personalization. A proactive company implements a modern CX strategy accompanied by new technologies. IBM has been helping enterprises apply trusted AI in this space for more than a decade. Generative AI has further potential to significantly transform customer and field service with the ability to generate more human-like, conversational responses. IBM Consulting puts customer experience strategy at the center of your business, helping you deliver consistent and intelligent customer care with conversational AI.

IBM watsonx™ Assistant is a market-leading, conversational artificial intelligence platform designed to help you overcome the friction of traditional support and deliver exceptional experiences. IBM watsonx™ and IBM Consulting’s deep expertise in customer journey mapping, design, platform implementation, and data and AI can help you harness best-in-class technologies to implement transformation across the customer lifecycle.

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Powerpoint Templates and Google slides for Automotive Customer Journey

Save your time and attract your audience with our fully editable ppt templates and slides..

Customer Buying Journey For Automotive Vehicle Promotion Campaign Program Strategy SS V

This slide represents the micro moments of customers during the purchase of automobiles. It includes which car is the best, is it right for me moment, can I afford it, etc. Introducing Customer Buying Journey For Automotive Vehicle Promotion Campaign Program Strategy SS V to increase your presentation threshold. Encompassed with five stages, this template is a great option to educate and entice your audience. Dispence information on Comparison, Analysis, Affordability, using this template. Grab it now to reap its full benefits.

Executing Vehicle Marketing Customer Buying Journey For Automotive Industry Strategy SS V

This slide represents the micro-moments of customers during the purchase of automobiles. It includes which car is the best, is it right for me moment, can I afford it, etc. Introducing Executing Vehicle Marketing Customer Buying Journey For Automotive Industry Strategy SS V to increase your presentation threshold. Encompassed with Five stages, this template is a great option to educate and entice your audience. Dispence information on Comparison, Product Analysis, Affordability using this template. Grab it now to reap its full benefits.

Customer Buying Journey For Automotive Industry Effective Car Dealer Marketing Strategy SS V

This slide represents the micro-moments of customers during the purchase of automobiles. It includes which car is the best, is it right for me moment, can I afford it, etc. Increase audience engagement and knowledge by dispensing information using Customer Buying Journey For Automotive Industry Effective Car Dealer Marketing Strategy SS V. This template helps you present information on Five stages. You can also present information on Comparison, Affordability, Dealership Selection using this PPT design. This layout is completely editable so personaize it now to meet your audiences expectations.

Customer Buying Journey For Automotive Comprehensive Guide To Automotive Strategy SS V

This slide represents the micro moments of customers during the purchase of automobiles. It includes which car is the best, is it right for me moment, can I afford it, etc. Increase audience engagement and knowledge by dispensing information using Customer Buying Journey For Automotive Comprehensive Guide To Automotive Strategy SS V. This template helps you present information on five stages. You can also present information on Analysis, Promotional, Product using this PPT design. This layout is completely editable so personaize it now to meet your audiences expectations.

Automotive Sales With Customer Service Automation

This slide depicts the automotive sales with customer service automation. Its objective is to increase sales of automobiles with the use of automation tools. This slide includes studying data, automating maintenance reminders, relationship, cross sell and performance rating. Presenting our set of slides with Automotive Sales With Customer Service Automation This exhibits information on five stages of the process. This is an easy to edit and innovatively designed PowerPoint template. So download immediately and highlight information on Driven Marketing, Maintenance Reminder, Manage Relationship

Automotive Customer Experience In Powerpoint And Google Slides Cpb

Presenting Automotive Customer Experience In Powerpoint And Google Slides Cpb slide which is completely adaptable. The graphics in this PowerPoint slide showcase three stages that will help you succinctly convey the information. In addition, you can alternate the color, font size, font type, and shapes of this PPT layout according to your content. This PPT presentation can be accessed with Google Slides and is available in both standard screen and widescreen aspect ratios. It is also a useful set to elucidate topics like Automotive Customer Experience. This well-structured design can be downloaded in different formats like PDF, JPG, and PNG. So, without any delay, click on the download button now.

Automotive Customer Journey In Powerpoint And Google Slides Cpb

Presenting Automotive Customer Journey In Powerpoint And Google Slides Cpb slide which is completely adaptable. The graphics in this PowerPoint slide showcase five stages that will help you succinctly convey the information. In addition, you can alternate the color, font size, font type, and shapes of this PPT layout according to your content. This PPT presentation can be accessed with Google Slides and is available in both standard screen and widescreen aspect ratios. It is also a useful set to elucidate topics like Automotive Customer Journey. This well-structured design can be downloaded in different formats like PDF, JPG, and PNG. So, without any delay, click on the download button now.

Customer Service Journey In Automotive Industry

This slide represents the journey of customer in automotive services industry. It includes details related to contact channels used in each phase of customer journey such as awareness, information gathering, configuration or selection consultation, purchase and retention. Presenting our well structured Customer Service Journey In Automotive Industry. The topics discussed in this slide are Customer Service, Journey In Automotive, Industry. This is an instantly available PowerPoint presentation that can be edited conveniently. Download it right away and captivate your audience.

Implementing Automobile Marketing Strategy Customer Buying Journey For Automotive Industry

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Recent Technological Trends In Automotive RPA Adoption Trends And Customer

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IMAGES

  1. Customer Journey Map Examples To Inspire You

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  2. Customer Journey Ppt Template Free Download

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  3. Customer Journey PowerPoint Template and Keynote Slide

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  4. 12 PPT Diagrams to Show Customer Experience and User Journey with

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  5. 5 Steps to Create an Effective Customer Journey Map

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  6. Customer Journey Roadmap Template

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VIDEO

  1. Customer Journey

  2. Begin Your Customer Service Journey

  3. Going Beyond Journey Mapping

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  5. EcoHome Educational Journey Presentation

  6. My Learning Journey Presentation

COMMENTS

  1. Customer Journey Maps: How to Create Really Good Ones [Examples + Template]

    6. Make the customer journey map accessible to cross-functional teams. Customer journey maps aren't very valuable in a silo. However, creating a journey map is a convenient way for cross-functional teams to provide feedback. Afterward, make a copy of the map accessible to each team, so they always keep the customer top of mind.

  2. Top 10 Customer Journey Map Examples with Templates and Samples

    Template 1: Customer Journey Mapping for Organization If you're on the hunt for an informative guide on Customer Journey Mapping, we've got you covered with this PPT Deck jam-packed with comprehensive designs and visuals that cover all essential concepts. From steps to benefits, frameworks to theoretical knowledge, it's all in there!

  3. How to create a customer journey presentation

    1 Set the goals for your presentation 2 Steps to understanding your audience's needs 2.1 Consider subject matter knowledge 2.2 Choose map sections 2.3 Come up with relatable examples 3 Preparation tips 4 Different types of customer journey presentation 4.1 Highlighting the moment of truth 4.2 Pitching new features

  4. Customer Journey Map for Google Slides and PowerPoint

    Customer Journey Map Free Google Slides theme and PowerPoint template Prepare for your next meeting an appealing presentation where you show the customer journey, that is, what path your customers follow from the point when they're interested in your product until they purchase it.

  5. Top 10 Customer Journey Templates with Examples and Samples

    Template 1: Customer Journey Touchpoint Mapping Strategy PPT presentation slides Customer digital touchpoints refer to how customers connect with your brand online. It involves everything from viewing your website to making a purchase. This presentation demonstrates how to design and implement client touchpoints to grow your business.

  6. What Is a Customer Journey Map? 10 Templates & Examples (2023)

    It's simple, professional and to-the-point, and covers all the basic elements that need to go into a journey map. 2. Gaming Customer Journey Map Template. This gaming customer journey map template is created with recreational mobile apps in mind, but you can use it for any tech, SaaS or other industry.

  7. How to present a Customer Journey Map

    Principles of great customer journey map presentations So what makes for a great journey map presentation? Let's explore some basic principles for what helps to create a powerful pitch that allows viewers to instantly connect with and understand the experience of your customers. Understand the context and needs of your audience!

  8. Customer Journey Map PowerPoint & Google Slides Presentation Templates

    Free Customer Journey Map PowerPoint (PPT) Templates: Download & edit Customer Journey Map PowerPoint (PPT) & Google Slides templates/themes to highlight your customer experience in PPT presentations. ... or service. A Customer Journey Map Slide helps showcase a buyer's first interaction with the brand to their entire journey of becoming a ...

  9. Customer Journey Map Templates for PowerPoint & Google Slides

    Download our customizable Customer Journey Map templates with presentation slides, including diagrams that you can use to prepare presentations on marketing, customer segmentation, and behavior. Check through our Customer Journey PowerPoint templates as you choose the one most suitable for your business. Using these templates helps you identify ...

  10. 6 Customer Journey Maps You Can Swipe

    4. Customer Life Journey PowerPoint Diagram. This is the first of a four-part PowerPoint presentation of a simple customer journey map. The first slide shows the customer engagement process from the identification of a need, through the research and purchasing steps and then the post-purchase steps.

  11. Customer Journey Powerpoint Templates and Google Slides Themes

    Streamline your customer journey presentations and make sure your audience knows the value of your product or service with these customer journey templates. Frequently Asked Questions How can these customer journey powerpoint templates enhance my presentations?

  12. Customer journey mapping 101 (+ free templates)

    A customer journey is the path a person takes to move from general awareness to prospective customer to (in the ideal scenario) brand loyalist. A customer journey map is a visual document that traces this path through all of the interactions, or touchpoints, a person will have with a brand.

  13. Customer Journey Maps Presentation Template

    Ask AI. 5. Identify the elements you want your map to show. There are four types of customer journey maps, which we mentioned above: Current State, Day in the Life, Future State and Service Blueprint. Depending on the specific purpose you have for the map, you can choose the proper one. 6.

  14. Customer Journey Map: Everything You Need To Know

    A customer journey map helps you gain a better understanding of your customers so you can spot and avoid potential concerns, make better business decisions and improve customer retention. The map ...

  15. Customer Journey Mapping

    Define the map's scope (15 min) Ideally, customer journey mapping focuses on the experience of a single persona in a single scenario with a single goal. Else, the journey map will be too generic, and you'll miss out on opportunities for new insights and questions. You may need to pause creating a customer journey map until you have defined your ...

  16. Customer Journey Templates for PowerPoint and Google Slides

    Importance of Customer Journey Slides Customer is the king, and if you want to expand your customer base, it's very important to provide a compelling experience at every touchpoint - be it Ads, website, newsletters, blogs and articles, social media, checkout, etc.

  17. Customer Service Journey

    Map out the journey customer takes from reaching your brand to using it and their thoughts, emotions and experience at each stage of the buying journey. Deliver and pitch your topic in the best possible manner with this Service Design Plan Step 4 Customer Journey Map Ppt PowerPoint Presentation Gallery Layouts PDF.

  18. [Updated 2023] 30 Best Customer Service PowerPoint Templates For

    30 Best Customer Service PowerPoint Templates To Download. These templates will build on your team's strengths, supplementing them with skills needed to turn every consumer into a valuable customer. The 100% customizable nature of the templates provides you with the desired flexibility to edit your presentations.

  19. 6 Free PowerPoint Case Study Presentation Templates

    Use the customer journey case study template with sample data to see how to show every step of a customer's experience with your product or service. Notable Template Features: This template focuses on the whole path a customer takes with a product or service. It follows them, from first learning about the offering to after they buy it.

  20. 10 Inspiring SlideShare Presentations For Your Customer Experience

    Learning from those that have already taken the decisive step into the Age of the Customer. Here is our selection of 20 inspirational customer experience quotes, to " get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves. ". If you need more food for thought, you can also ...

  21. Best customer journey presentation template

    Customer Journey Presentation. Transcript: MARKETING AUTOMATION (MA), SALESFORCE, DIGITAL MARKETING & THE CUSTOMER JOURNEY PRESENTERS CHRIS FLORES NC State KEITH BRETZIUS Michigan NATASHA FRISCH Paciolan MICHAELA PATT Paciolan AWARENESS AWARENESS Facebook & Instagram Ads Static Image Ad Linear Storytelling through the Stories Placement Hype Footage Facebook & Instagram Ads Google Display Drive ...

  22. Customer Journey Powerpoint Presentation Slides

    Customer Journey Powerpoint Presentation Slides Showcase the complete experiences that customers go through when interacting with your company and brand by using this customer journey analysis PowerPoint presentation slides. This professional and visually designed customer mapping PPT deck contains 34 content ready slides.

  23. Mastering The Art Of Personalization In Service-Based Businesses

    Step 1: Understand Your Clients. Thoroughly knowing your clients is the foundation of personalization. "Understanding your customer is more than just identifying the different demographics that ...

  24. Customer Journey Stages Infographics

    This process is called customer journey and this set of infographics is the perfect canvas for you to create a journey for your potential clients. This pack includes 32 visual infographics with German text that you can use, you know what they say about Germans and their efficiency! Features of these infographics FAQs Ads Download this template

  25. Contact Center Solutions, Customer Service Platform

    Improve customer service, empower agents, and deliver personalized customer experiences with Cisco Contact Center and cloud contact center solutions. ... Contact Center solutions provide AI-powered cognitive agent and customer experiences, and an in-depth view of your customer's journey. Cisco Contact Center solutions.

  26. 7 customer experience trends in 2024

    Power Virtual Server 2024 edition-Iterative improvements reduce total cost of ownership . 4 min read - IBM® has big plans for the Power Virtual Server offering, which is IBM's virtual machine as-a-service offering based on IBM Power® Systems for AIX®, IBM i and Linux workloads. Over the last year, there's been a concerted effort to make the offering even more compelling to clients ...

  27. Automotive Customer Journey PowerPoint Presentation and Slides

    Automotive Customer Journey Popular Categories A Powerpoint Templates and Google slides for Automotive Customer Journey Save Your Time and attract your audience with our fully editable PPT Templates and Slides. 17 Item (s) Slide 1 of 10 Customer Buying Journey For Automotive Vehicle Promotion Campaign Program Strategy SS V

  28. Manage your Microsoft 365 subscription or Office product

    If you selected My Microsoft account, the Microsoft account dashboard will open.This is where you manage your Microsoft account and any Microsoft products associated with this account. On the Microsoft account dashboard, select Services & subscriptions to view all Microsoft products associated with this account. For non-subscription versions of Office (such as Office 2013 and later):