Journey
See the whole path, not just the complaints.
Map every stage, touchpoint and handoff a customer passes through. When feedback arrives, you know exactly where it landed and what to fix.
Detecting new touchpoints automatically from conversation data is later. Today you map it by hand — which is slower, and keeps the map honest.
- Stages, touchpoints, and who owns each one
- Mark the gaps honestly: no SOP, no owner, dead end
- Every piece of feedback files against a touchpoint
- Change the path once and the training, knowledge and scoring follow