Can you share a specific example of how customer journey mapping has helped you uncover a pain point for your customers and how you were able to address it in a personalized way, ultimately making a positive impact on their overall experience with your brand?

A: By mapping out the customer journey, we identified a pain point where customers were experiencing delays in receiving order updates. We implemented personalized SMS notifications to provide real-time updates, resulting in improved communication and increased satisfaction. This personalized approach not only addressed the issue but also enhanced the overall experience, leading to higher customer retention and loyalty.