Customer experience maps are a collaborative way of allowing businesses to represent complex customer interactions visually. Experience maps highlight possible pain points, enabling businesses to find opportunities to ensure the best possible customer experience with their products and services. The following customer mapping shows the average monthly customer flows for loan products by multiple channels. As shown in the figure below, 98% of customers give up and do not bother to request an offer. At the same time, the 14,500 mark shows that it is the only branch channel that retains a significant percentage of customers throughout the process.
