Modern Care
The world's leading digital-first, proactive customer experience solution.

Explore Modern Care's Products

Sprinklr Voice

Reduce call volume with a radically different contact center solution

Self-Service Community

Build & manage an online community integrated into your Care strategy

Live Chat

Respond faster with personalized, data-driven 1:1 customer support

Conversational AI and Bots

Reduce costs by automating routine inquiries with conversational AI bots

Contact Center Intelligence

AI-powered, real-time data and insights that fuel proactive customer care

Contact Center Automation

Automate workflows and processes — and drive more first-contact resolutions

Agent Assist

Analyze conversations instantly & surface predictions, suggestions & alerts

Knowledge Base

Empower agents and customers with direct access to the answers they need

Modern Research
Make decisions informed by proactive, AI-powered research, based on the most complete set of customer experience data.

Explore Modern Research's Products

Social Listening

Real-time voice of customer insights on digital and traditional channels

Competitive Insights & Benchmarking

Analyze your content’s performance vs. competitors and best-in-class brands

Product Insights

AI insights from reviews & social: How customers feel about your products

Location Insights

Real-time, location-based analysis of face-to-face brand experiences

Visual Insights

Real-time visual intelligence that powers meaningful connections on digital

Media Monitoring & Analytics

Connect stories across social & news for a complete measure of earned media

Modern Research Lite

Start uncovering insights with a free 30-day trial. No credit card required.

Modern Marketing & Advertising
Build and protect your brand’s reputation, and take action at every point in the marketing lifecycle.

Explore Modern Marketing's & Advertising's Products

Campaign Planning & Content Marketing

Save time, manage brand risk, and increase ROI with AI-powered insights

Marketing Analytics

Get a unified view of campaign performance on 30+ channels & 3rd party data

Advocacy

Encourage, measure, and optimize employee advocacy for your brand on social

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

Platform
The only Unified-CXM platform for enterprises powered by industry-leading AI.

Explore Platform Products

Active Data Retention

Ensure compliance and fuel reporting by securely storing up to 84 months of customer data.

AI Studio

Create customized, powerful AI text classification models easily — without coding.

APIs

Leverage robust RESTful web service APIs to integrate data and execute processes with external systems.

Integrations

Extend the impact of Unified-CXM by connecting to all of your most crucial third-party systems.

Sandbox

Experiment and learn in an isolated test setting that mimics your live production environment.

All Products
31 products. 4 robust product suites. All on the only Unified-CXM platform.

Popular Use Cases

Customer Service

Deliver seamless customer service experiences across 30+ digital channels

Help Desk

30+ channels of AI-powered analysis, prediction & suggestions—in one place

Social Listening

Real-time voice of customer insights on digital and traditional channels

Contact Center

Manage customer care on 30+ digital channels from one AI-powered platform

Social Media Automation

Plan, manage & measure brand content across 30+ channels from one platform

Online Communities

Help customers learn from each other — and reduce agent workloads

Social Suites

Consolidate all of your social media needs on the only unified social suite

Social Advertising

Increase your ROAS, fuel collaboration, reduce risk, and unify reporting

Unified-CXM
Customers
Our Story
Founder's Letter
Newsroom
Careers
Culture & Talent
Investor Relations
Contact Us
Login
CXM Guide

Customer Journey

Customer journeys can be elusive. Learn more about customer journey mapping and how it can help brands create better experiences for their customers.

Share this Topic

What is a customer journey?

The customer journey is the sum total of all the interactions a customer has with a brand before, during, and after a purchase. A smooth, effortless customer journey can ensure a prospect converts into a customer in the quickest time possible. Brands need to factor in consumer needs and behavioral patterns when mapping out customer journeys to deliver a great end-to-end customer experience (CX) and achieve their business goals faster.

What is a customer journey map?

A customer journey map helps brands visualize all the interactions a prospect or customer has with the brand, product, or service. These interactions, also called touchpoints, can vary in number depending on your customers’ preferences, their end goals, and the channels through which they interact with your brand. A detailed customer journey map can help you understand your customer pain points and customize individual touchpoints accordingly.

Why is the customer journey important?

Having a firm understanding of how customers engage with your brand lets you accomplish the following:

Better customer experience

Today’s customers have more options than ever and have much higher expectations in terms of product, price, and service than ever before. In order to meet and exceed those expectations, brands must identify their customers’ likes and preferences. With a clear view of the customer journey and the various phases a customer navigates to address their objective, brands can deliver superior experiences to their customers.  

Faster conversion

Customers switch between channels quite often during the course of their journey. For example, an angry customer may first try to reach a service agent on the phone and then move to a messaging channel like Messenger in the hopes of a faster resolution. If this transition isn’t smooth, your customers may not feel invested enough to continue their journey to achieve their goals, whatever they may be. A customer journey that is free from obstacles, such as an inconsistent experience when switching between touchpoints, impacts your conversion rate.  

Customer delight

A customer’s journey doesn’t come to an end immediately after they’ve made a purchase. A happy and satisfied customer often comes back for more. Additionally, they become loyal to the brand and can help spread the word about your brand increasing brand affinity and, in effect, becoming brand ambassadors for your product or service. Knowing your target buyer personas and designing persona-driven journeys will help create more positive “moments of truth” — a significant brand-customer interaction whereby the customer forms or changes their impression of your brand — leading ultimately to customer delight. 

What are the phases of a customer journey?

The customer journey phases represent the different stages your prospects and customers go through as they interact with your brand. These phases usually include multiple touchpoints and are classified as follows: 

Awareness: this is when a prospect is looking for a solution to their business problem(s) through research on search engines and in the process comes across your brand and product.    

Consideration: the prospect then tries to identify the most appropriate solution for their specific business needs by visiting your website and that of your competitors to evaluate their options. 

Decision: the prospect shortlists potential solutions that they think will be able to solve their needs, and then proceeds to shortlist your product or service along with a few others. Then, after a period of deliberation, decide to buy or adopt your offering.  

Retention: after a while, the customer may have issues with your product or service and decide to reach your customer support for help. Or they may wish to renew or upgrade their existing product or service, and subsequently land on your FAQ pages to understand their options.

Advocacy: the final stage involves the customer being so happy with their experience with your brand that they recommend your solution to others. They do this through word of mouth – text, calls, and by leaving positive reviews on the platform of their choice.

Unify your customer journey across departments with Sprinklr

There are dozens of modern communication channels available to consumers nowadays. Thus, brands must take into account a wide range of potential customer journeys. Brands have traditionally adopted point solutions to manage each stage of the customer lifecycle. These solutions, though convenient, can’t deliver a 360-degree view of the customer, which exacerbates departmental silos. 

As the first platform purpose-built for unified customer experience management (Unified-CXM), Sprinklr can empower brands to understand customer preferences and behavior, as well as reach, engage, and serve them on all modern channels to drive business growth. Some of the world’s leading brands rely on Sprinklr to manage all stages of the customer journey on a single Unified-CXM platform, powered by our product suites: 

Modern Research: become customer-centric by interpreting consumer data at scale, identifying opportunities, and gathering actionable insights to build smarter strategies.

Modern Care: redefine customer service as a proactive, digital-first experience – by engaging with customers earlier on their channels of choice, and scaling service with a human touch.

Modern Marketing & Advertising: transform social media from a conversation into a revenue driver by building content that delivers personalized experiences at scale.

Social Engagement & Sales: know when, where, and how to connect with customers on their native digital channels – and protect your brand reputation at every touchpoint.

Share this Topic
related products
Platform
Related Topics

·

Customer Experience Management

Thank you for contacting us.

A Sprinklr representative will be in touch with you shortly.

Love means never having to say that you missed an opportunity to improve CXM.

Contact us today and let us come up with a proposal that addresses your enterprise needs.

Already a customer and need some love?

Email: support@sprinklr.com
Give us a call: +1 917-933-7800

Request a Demo

Welcome Back,

No need to fill out any forms — you're all set.

Related Content

3 competitive benchmarking strategies for the media and entertainment industry
Unified-CXM
3 competitive benchmarking strategies for the media and entertainment industry

Though consumers prefer digital channels, many media and entertainment brands are slow to revise their digital strategy. Get started with these 3 strategies.

Elizabeth Shaw
January 19, 2022  •  4 min read

Read Article
Food and Beverage industry spotlight: 3 strategies for effective competitive benchmarking
Unified-CXM
Food and Beverage industry spotlight: 3 strategies for effective competitive benchmarking

For Food & Beverage brands, an unpredictable landscape has made already fierce competition even fiercer. Here are 3 benchmarking strategies to employ.

Elizabeth Shaw
December 23, 2021  •  4 min read

Read Article
Unify your digital transformation and customer experience strategies
Unified-CXM
Unify your digital transformation and customer experience strategies

Companies are missing an important element to their digital transformation strategies: customer experience (CX) transformation.

Drew Tambling
December 15, 2021  •  5 min read

Read Article

Products

Modern CareModern ResearchModern Marketing & AdvertisingSocial Engagement & SalesUnified-CXM PlatformEducation ExperienceCitizen ExperienceSprinklr AI Sprinklr SandboxDeveloper Portal

Services

Our ServicesTrainingPartnersAgencyDeveloper Portal
English (US)
English (GB)
Español
Português
Français
日本語
Deutsch
PrivacyCookie PreferencesModern Slavery StatementIndex EgalitéTerms