Are you using Customer Journey Maps in Customer Service and Support?
Customer Journey Maps (CJMs) capture the customer's experience as they interact with your product or service. While Process Maps capture the steps in a process from the company's perspective, CJMs capture the customer's goals, thoughts, emotions and pain points as they interact with your company across multiple touchpoints. Done correctly, CJMs can identify the "Moments of Truth" that impact customer loyalty - giving you an opportunity to improve the experience and reduce customer churn.
Is your Customer Service and Support team using CJMs to bring customer insight into strategy decisions about processes, channels, and technology for support?
If so, who champions the creation and maintenance of the maps? Does Support own their own maps, or do you partner with Marketing or Commercial?
If you're not using journey maps, why not?