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Key Task
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Activities
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Deliverable
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B2B Journey Mapping Execution and Benchmarking
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- Document and update end-to-end B2B customer journeys across digital and offline channels (e.g., onboarding, billing, service support)
- Benchmark journey stages against industry standards and best practices
- Validate journey steps through real customer behavior, system logs, and stakeholder interviews
- Identify key pain points, gaps, and opportunities for improvement along the customer lifecycle
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- Journey maps for various B2B customer segments and lifecycle stages
- Comparative benchmarking visuals
- Prioritized list of pain points and proposed improvement actions
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Support on Execution of Initiative
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- Support the implementation of journey improvements or feature rollouts.
- Coordinate follow-up on action items from CX reviews and internal discussions.
- Track the effectiveness of changes implemented.
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- Initiative status tracker.
- Summary reports (pre/post changes and impact).
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B2B Customer Feedback Analysis
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- Compile and analyse feedback from surveys, NPS, CSAT, complaints, and service interactions.
- Link feedback to specific online/offline journey stages.
- Prioritize issues based on impact and frequency.
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Voice of Customer (VOC) insights report and proposed actions
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Support Cross-Team Coordination
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- Prepare materials and notes for internal meetings.
- Ensure action ownership and timely execution.
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- Meeting summaries and follow-ups.
- Stakeholder alignment materials (decks, journey visuals, trackers).
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Continuous Improvement & Benchmarking
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- Research trends and best practices in B2B experience management.
- Recommend process/tool improvements for execution efficiency.
- Keep CX documentation and references updated.
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- Mini briefs on CX benchmarks or trends.
- Updated internal playbook and process documentation.
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Asset Management & Documentation
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- Maintain a centralized, well-organized library of journey visuals, feedback reports, and templates
- Ensure accessibility and version control for all experience-related documentation
- Standardize visual templates and assets to ensure consistency across all deliverables
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- Organized repository/folder system
- Updated templates and visual standards
- Accessible documentation toolkit
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