Understands the role of customer touch points in interacting with a business/product/service

Documents the data and information required for a customer journey map

Summarises customer touch points for a given business/product/service

Differentiates between offline and online customer touch points

Supports the development of customer journey maps, in chronological order

Categorises customer touch points into different interaction types (appropriate, relevant, etc.)

Integrates customer behaviour data into offline and online customer touch points

Develops customer journey maps, to demonstrate a typical customer experience

Provides a high-level overview of a customer’s experience using customer touch points

Oversees the customer’s experience through customer touch points

Evaluates customer journey maps to identify potential and existing pain points

Proposes designs for customer touch points, through user research and interactions