CXJM : customer experience journey mapping – kick off

What is CXJM?

This week we have been working on customer experience journey mapping or CXJM for those who hate vowels. CXJM will be a key part of our approach going forward.

The idea is that the majority of our forthcoming experiments and work will be approached from the perspective of our customers and how we serve them.

Approaching CXJM at CEC

We are building a cross functional team with our colleagues in customer and marketing, retail, funeral and travel to understand and empathise with how our customers interact with the different parts of our business. Through a detailed analysis we will find places in those interactions where we can make the experience better. We will then in turn look to verify any assumptions and pilot our proposed improvements with methods such as design sprint.

Journey Map from Stanford on Vimeo.


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