Increasingly, customers choose products and services based on the quality of the experiences they have with them. To prevent those experiences from breaking down, and to help organizations navigate cross-channel complexity, you need a map.

Experience mapping is a strategic process of capturing and communicating complex customer interactions. The activity of mapping builds knowledge and consensus across your organization, and the map helps build seamless customer experiences.

New challenges require new approaches. Map the experience to:

>Make smarter decisions
>Bring teams together
>Build deeper empathy
>Clarify the big picture