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- Common layers in a customer journey map include12:
- Phases: Broad stages of the journey.
- Tasks: Physical actions users take to move from one stage to the next.
- Touchpoints: Interactions with your brand during each phase.
- Channels: How communications or content are delivered.
- Expectations: What users expect from each step in the journey.
- Customer goals, needs, and expectations: Understand user motivations.
- Processes, channels, and touchpoints: Map out interactions.
- Experience, Think & Feel: Visualize customer emotions.
- Pain points, Ideas & Opportunities: Identify areas for improvement.
Learn more:✕This summary was generated using AI based on multiple online sources. To view the original source information, use the "Learn more" links.The layers that are commonly run across a customer journey map to describe the customer experience include:
- Phases: What broad stages does the journey fit into? ...
www.peterjthomson.com/2019/07/customer-journe…The must-have customer journey map layers
- Customer goals, needs, and expectations According to our statistics, 'Customer goals' is the most popular map layer. ...
uxpressia.com/blog/top-customer-journey-layers-st… - People also ask
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