This brochure explained ACL Digital’s Customer Journey Mapping framework, a design-led methodology that helps organizations understand customer behavior, emotions, expectations, and pain points across every interaction channel. The document described how journey maps visually represent end-to-end customer experiences through timelines, personas, touchpoints, emotions, and “moments of truth.” It emphasized benefits such as breaking organizational silos, improving omnichannel experiences, enabling customer-first decision making, and identifying operational gaps. The brochure also outlined structured steps for building journey maps, including research, stakeholder alignment, defining customer personas, mapping scenarios, and assigning ownership for improvements. Real-world examples illustrate

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