Using customer persona and creating customer journey maps is a popular approach to review and improve digital experiences in conjunction with conversion rate optimization to boost online leads and sales. Customer journey map is simply a diagram that illustrates the stages customer goes through while engaging with your company whether it’s about product, experience, service or combination of these. The more touchpoints a company has for customers, the more essential it becomes to create customer maps. It provides insights into the customer's journey and representative of a typical experience. In fact, customer journey maps are much like personas. The difference is that Customer Journey Mapping focus more on tasks and questions. They also prompts the customer’s experience over time, rather than as a snapshot. The two work well together as a persona focuses on the person, while a customer journey map focuses on their experience.
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