Карта точек контакта Customer touchpoint map · ARIS

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The Customer touchpoint map model lists all customer touchpoints and can be used, for example, as the starting point in a customer experience project, in order to identify the interaction points with the customer. The customer touchpoints are grouped on the basis of a certain criterion that may be important for the analysis, for example, by organizational unit, channel, or risk. Figure 179: Customer touchpoint map The customer touchpoint map can also be used to gain an overview of all touchpoints in an existing customer experience project and to manage these.

Источникhttps://docs.aris.com/latest/yaa-method-guide/en/Method-Manual.pdf