Customer Journey

A customer journey consists of all the experiences your customers have with your service desk or department. Such a journey may be full of obstacles or challenges. But that’s OK: it’s the perfect starting point to improve your services. Step into your customer’s shoes with customer journey mapping and find out how they experience your services – and which improvements to make.

An example of a simple customer journey map

Ready to start customer journey mapping? Find out what happens when Oliver requests a laptop from your IT department with our simple customer journey map!

Read more
The customer journey

Defining and mapping customer journey touch points

Want to know the secret to improving your customer experience? Find out how customer journey mapping and customer journey touch points can help you.

...

Read more
The customer journey

10 steps to map a customer journey for your service desk

Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.

...

Read more
The customer journey

Mapping Customer Journeys for a better user experience

You can no longer hide behind KPIs on the technical performance of your services. And SLAs don’t cut it anymore. It’s all about customer experience.

...

Read more

You might also be interested in

Change process

Why your change process is too slow – and how to fix it

The change process can be long and tedious, slowing down your organization. Time to reinvent your CAB. Here’s how.

...

Read more

How much does an ITSM tool cost? 

What does an ITSM tool cost? Although this is a complicated question to answer, because there are so many factors to weigh up. Read the blog.

...

Read more
itsm solutions

Time for the things that truly matter

Read the stories of 3 IT departments who reduced their workload with TOPdesk's ITSM tool. Now they have time for things that truly matter.

...

Read more