What is Customer Journey-Based Design?

Having a good grasp of the customer journey is critical to business success. With so many touchpoints these days – ranging from social media presence to contact centers to store front experiences to company apps and more – organizations need to take a structured approach to optimizing journeys that can be both horizontal and vertical, and seldom linear. Customers tend to wander around en route to accomplishing their objectives with a company.

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VOC software that uses customer journey-based design can help corral all these moving parts and make sense of them so businesses can have a holistic view of what their customers experience while transacting with them. These solutions typically incorporate best practices into their designs that enable end-users to effortlessly customize and analyze customer journeys. They also produce interpretive and predictive insights in real-time that organizations can leverage to assess performance at the journey, interaction, and behavioral levels.

Businesses that use VOC software based on customer journey-based design principles can turn this into a competitive advantage by acting on insights and continuously measuring results. A majority of companies compete mostly on CX, as opposed to price and product, and that trend is expected to grow. A deep understanding of customer journeys and the ability to make ongoing refinements to them will position companies that use industry-leading VOC solutions to perform well in the "experience economy".