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Helping you put the customer at the heart of every decision.

What is Journey Mapping?

Journey mapping is process that will help your company with the following:

  1. Find out what your customers truly value in their interactions and experiences with you.
  2. Ensure your company understands what customers go through to get their needs met. Said another way, the ways your company should best support and serve customers by making it as easy as possible for them, while taking advantage of the things you are really good at.
  3. Understand the critical moments of truth in customer interactions. These are the moments that will make or break the relationship.
  4. Get everyone on the same page. The journey mapping process is a highly interactive process that enables cross-functional teams to see the customer experience from beginning to end.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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