Customer Journey Mapping Refresh overview

Refreshes customer journey maps to reflect current product, process, and touchpoint realities -- auditing each journey stage (awareness, acquisition, onboarding, adoption, renewal, advocacy) against current product flows and communication sequences, identifying pain points through quantitative drop-off analysis and qualitative interview synthesis, mapping emotional highs and lows along the journey using NPS/CSAT data correlated with journey milestones, cataloging all touchpoints by channel and ownership team, assessing moments-of-truth for alignment between customer expectation and actual experience, evaluating handoff quality between teams at journey stage transitions, and modeling the impact of proposed experience improvements on retention and expansion metrics. Produces updated journey map artifacts, pain-point inventory, opportunity scorecard, and cross-functional improvement recommendations. Excludes implementation of journey changes.