Customer Journey Mapping

Guidance note

  • Customer experience,
  • Facilities,
  • Workplace
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16 March 2022

Guidance note



Welcome to the IWFM Guidance on Customer Journey Mapping, from the Customer Experience Working Group.

This document accompanies a series of short videos which will take you through the steps of creating your own Customer Journey map.

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Download the Journey routemap template:

Customer Service Journey Routemap Template


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