Creating a toolbox for Customer Experience Mapping

Welcome to "Creating a Toolbox for Customer Experience Mapping" by Natalia Dudareva, Customer Experience Manager at Nilfisk. In this engaging presentation, Natalia—drawing on her extensive background in UX design and digital marketing—explains how any organization can start mapping customer journeys, no matter how complex the legacy systems may be.

In this video, you'll learn:

How customer journey mapping can break down silos and foster a customer-centric culture.

The toolbox analogy: choosing the right tools for different stages of the journey to uncover gaps and drive improvements.

Practical strategies to start small—engaging colleagues, defining a narrow scope, and iterating your approach.

Real-world examples from Nilfisk’s journey to integrate customer insights into every facet of the business.

Natalia emphasizes that you don’t need a complete end-to-end map from day one; even small steps can lead to significant enhancements in customer experience. Whether you’re new to journey management or looking to refine your approach, her insights will inspire you to take the first steps toward transforming your organization.

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