Learn how to use customer journey mapping to enhance CX with our new guidance
News
- Facilities,
- Workplace
17 March 2022
Today we launch the latest guidance developed by IWFM’s Customer Experience Working Group, which has been created to help our profession put the customer at the centre of long-term planning, helping you to think clearly about the experiences your customers will have when using your services as they follow their ‘journey’.
Aided by useful videos which support and explain the content, it sets out an approach that can be followed to represent the customer journey and help plan a continually evolving approach to positively influence customer experience (CX).
The guidance, which builds upon the Group’s two recent guides on people management good practice and measuring CX, has been developed as an introduction to the CX perspective for persons not specialising in the area of facilities and estates, encouraging engagement and commitment in putting customers at the heart of what your organisation does.
The experience that customers desire, and commonly pay for, shapes the future of all organisations. CX is a key driver for productive service delivery and an essential tool for managers seeking to improve value and performance.
The guide seeks to make CX mapping logical, measurable, and therefore manageable. Find out more by accessing it below.