What's a customer journey map & why is it important? | Algolia

In ancient times, humans relied on cave drawings to navigate their surroundings. As technology advanced, paper maps were introduced but had limitations when the terrain changed or new information emerged. GPS systems improved navigation but still faced programming quirks. Today, customer journey maps have become a valuable tool for businesses. These visual representations of how customers interact with a company's marketing and sales funnels can lead to positive changes in websites or mobile apps. Invented in 1985 by Chip Bell and Ron Zemke, customer journey maps help companies understand their customers' needs better and improve user experience. By analyzing data from various touchpoints, businesses can identify friction points and plan for UX improvements. This leads to increased customer satisfaction, revenue, trust, and retention rates.