CJM Template for Telecom



During the last call center satisfaction survey Jack told his mobile company, “My reception sucks, calls get dropped and I hear about half of what the other person is saying.  I’d like to change my provider”. The operator then said “oh I could barely hear you. You said your reception rocks and you hear what the other person is saying and you also like your provider? Another satisfied customer then!” and she hung up.

This wouldn’t have happened had this company used our template for telecoms which is all about helping you to fix UX right away without spending too much time aligning touchpoints.

Grab it, tweak it, fill it and your customers won’t feel dissatisfied ever again!

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Map's Persona

Eliza Wieczorek, 37, Poland

Manager in retail company. Often goes on business trips. Needs high quality of mobile communications.

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Maps we based on

Links to help you

Our blog to help you start with CJM: https://uxpressia.com/blog/

Customer Journey Mapping in Telecom: http://www.futurelab.net/case/customer-journey-mapping-telco-global

Big data and analytics customer journey map for telecommunication: http://www.ibmbigdatahub.com/video/big-data-and-analytics-customer-journey-map-telecommunications

Best practices in telecoms customer experience management: http://www.nunwood.com/best-practice-telecoms-customer-experience-management/

Journey Science in Telecom: Take Customer Experience to the Next Level: https://www.linkedin.com/pulse/journey-science-telecom-take-customer-experience-next-ronald-van-loon...