Journey Mapping: Gathering Requirements

Before you begin optimizing a customer journey, you must understand your business objectives:

• Ask for pain points and opportunities
• Walk through Website or IVR flows and put yourself in your end user’s shoes
• Understand the relevant gaps and opportunities to streamline and think about how you can leverage Conversation Manager
• Think about how journeys can be optimized

The following questions will help you understand your business objectives:

Journey

• What is the customer journey today?
• What do you want the journey to be tomorrow?
• How long do you want Context stored and relevant?
• What constitutes journey success or failure?

Channels

• What channels are you using?
• What data do you need to collect from each Channel?

Personalization and Customer Experience (CX)

• What do you want to achieve in terms of CX and business objectives?

Results and Measurement

• What are the Rules needed to achieve results?
• How do you want to measure Journey Milestones and display them in the Journey Dashboard?