Touchpoint Dashboard sprung from a perceived pain felt by leading customer experience industry consultants and practitioners in building customer journey maps. Most maps in the past have been created using drawing and standard office tools. The result is a two-dimensional experience that might hang on the wall as a poster and be a powerful customer-centric teaching tool, but really is just a snapshot in time that is difficult to interact with and change.
The need for software that would be flexible, interactive and collaborative in this space was apparent. Today Customer Experience is at the forefront of company strategy across industries, and journey mapping is universally seen as an ideal starting point to understand your business from the perspective of your customers, walk in their shoes, collect Voice of Customer and other data and put it all into one place.