Customer Journey Mapping

Comprehensive customer journey mapping helps identify all the customer touch points and provide actionable insights to deliver an enhanced experience.

In an era of increased competition and empowered customers, organisations need to work harder than ever to provide the best customer experiences. It is therefore vital that businesses track the experiences they give customers, so they can spot opportunities to make improvements to the overall journey that will result in increased customer acquisition and retention.

An important part of this is customer journey mapping – a process that maps the customer experience across all touch points, from engagement and purchase, through to feedback and social sharing. Customer journey mapping enables organisations to change the course of the customer journey to maximise satisfaction.

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Improve your customer journeys with Firstsource

Firstsource works with clients across a range of industry sectors to map and improve customer journeys which result in measurable business outcomes, including:

  • Enhanced customer satisfaction
  • Increased revenue
  • Reduced customer churn
  • Lower cost to serve
  • Improved organisational collaboration

Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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Related Pages

Customer Interaction Management

We deliver enhanced customer experience and satisfaction through multi-channel customer interaction management, encompassing web, mobile, voice and social.

Customer Experience Management

Our customer experience management solutions are backed by a comprehensive customer experience strategy, smart multi channel digital engagements and superior analytics & customer insights.

Integrated Customer Contact Management (ICCM)

Firstsource’s Integrated Customer Contact Management (ICCM) framework deploys a set of technology and analytics tools to reduce contact centre costs through optimisation, elimination, deflection and the automation of customer interactions across channels.