Omnichannel journey mapping @nozurbina Anonymous Contact Lead Customer Advocate Purchase Learning Booking Installing Testing Paying “Customer “Customer “Calls to make “Field “Field “Receives and makes receives email an engineer engineer tests pays first bill” decision and with appointment equipment completes instructions for for installs with [Billing/CRM] order form installation” installation” equipment” customer” online” [Web] [Email] [Call center] [Field team] [Field team]