Customer Journey Mapping focuses on a persona's linear experience with a product or service, offering a "micro view" to identify issues or successes at specific points in the journey. In contrast, Customer Experience Mapping provides a "macro view," analyzing all touchpoints across a customer's lifecycle to uncover systemic issues affecting overall operations. While Journey Mapping helps optimize specific processes like sales funnels or A/B testing, Experience Mapping addresses broader challenges like customer retention or operational inefficiencies. Crownpeak’s Headless 2.0 CMS combines flexibility and agility, empowering marketers to enhance digital experiences and respond to customer needs rapidly.

Join for free to read