This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents a detailed overview of the "I Join" customer journey, emphasizing touchpoint mapping within an omnichannel framework. It illustrates how various channels—such as marketing, mail, social media, and more—interact during different stages of customer engagement. Each row outlines specific customer actions, such as self-informing or filling out contracts, while the columns represent the channels available for these actions. The use of color coding indicates the potential for channel utilization and highlights the most frequently used channels for each task.

The table serves as a visual guide for understanding how customers navigate their journey and the importance of cross-functional collaboration. It suggests that effective customer journeys require visibility across departments, ensuring that each function is aware of its role in the customer experience. The slide underscores the necessity of internal alignment to facilitate seamless transitions between touchpoints, which is critical for maintaining customer satisfaction.

Key takeaways include the importance of mapping customer journeys to identify the most effective channels and the need for organizations to foster collaboration among teams. This approach not only enhances customer service, but also ensures that all stakeholders are informed about their responsibilities in the customer journey. By leveraging insights from this mapping exercise, companies can better position themselves to meet customer expectations and improve overall service delivery.

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Customer Experience Customer Service Customer Satisfaction Customer Journey Customer-centric Design