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Understanding the Touch-Points That Matter!

“If you have a customer, by definition, you have a customer experience! Design this experience with purpose, and you will build fantastic customer and employee engagement.”  © Nick Lygo-Baker

The customer journey has changed. No longer do we have a linear point to point process through which every customer must pass.


We live in a world of individuated consumption where customers have a choice and like to personalise their engagements with organisations. 

By creating multiple channels and, therefore, multiple touch-points, means it is much more complicated to know which matter most to customers. Investing in improving every touch-point becomes impossible to achieve and a needless waste of resource.

Journey Management is a means of understanding how employees, processes and customers engage and each touch-point. This enables you to focus on the touch-point which have the most impact on a customers’ propensity to buy, return and their overall customer experience.  

  • Do you truly understand who your customers are?

  • Is engaging with your company easy for your customers, suppliers and employees?

  • Do you understand their needs and wants in order to focus on what matters?


Paradigm CX can guide you through mapping your customer experience and building a customer centric strategy that will improve relationships and drive performance improvement.