How can teams leverage customer journey mapping to go beyond identifying touchpoints and actually anticipate and address potential pain points before they impact the customer experience?

Teams can leverage customer journey mapping by analyzing the entire customer journey from start to finish, including all touchpoints and interactions. By understanding the customer's perspective and emotions at each stage, teams can identify potential pain points and challenges. This allows teams to proactively address these issues before they impact the customer experience, ultimately leading to improved customer satisfaction and loyalty. Additionally, teams can use customer journey mapping to prioritize areas for improvement and allocate resources effectively to enhance the overall customer experience.