Key Task
Activities
Deliverable
B2B Journey Mapping Execution and Benchmarking
- 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
- Journey maps for various B2B customer segments and lifecycle stages
- Comparative benchmarking visuals
- Prioritized list of pain points and proposed improvement actions
Support on Execution of Initiative
- 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.
- Initiative status tracker.
- Summary reports (pre/post changes and impact).
B2B Customer Feedback Analysis
- 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.
Voice of Customer (VOC) insights report and proposed actions
Support Cross-Team Coordination
- Prepare materials and notes for internal meetings.
- Ensure action ownership and timely execution.
- Meeting summaries and follow-ups.
- Stakeholder alignment materials (decks, journey visuals, trackers).
Continuous Improvement & Benchmarking
- Research trends and best practices in B2B experience management.
- Recommend process/tool improvements for execution efficiency.
- Keep CX documentation and references updated.
- Mini briefs on CX benchmarks or trends.
- Updated internal playbook and process documentation.
Asset Management & Documentation
- 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
- Organized repository/folder system
- Updated templates and visual standards
- Accessible documentation toolkit
