The method
Use this prompt early in CX analysis. Input your customer journey map or a description of it. This is suitable for ChatGPT/Gemini/Claude. Refine based on specific industries or products for better results, especially for complex journeys.
The prompts
Prompt 1
I'm conducting a customer experience audit. Here's a simplified version of our customer journey for [Product/Service]: [Describe the customer journey, including stages like Awareness, Consideration, Purchase, Usage, and Advocacy]. Identify at least five major pain points customers might experience during this journey, and suggest how critical each pain point is to address. Rank them from high to low priority. For each, explain the reasoning behind your prioritization.
Prompt 2
Analyze the following customer journey for potential areas of friction and negative emotions. The journey is for a customer using a mobile banking application: [Describe the customer journey, including steps like Login, Account Balance Check, Bill Payment, Fund Transfer, Customer Support Interaction]. Focus on aspects related to usability, clarity of information, and emotional impact. Provide specific recommendations for improvements to mitigate these negative experiences, focusing on improving the user experience and decreasing frustration during critical tasks.
Prompt 3
Evaluate this customer service interaction transcript for opportunities to improve the customer experience. [Paste customer service transcript here]. Identify areas where the agent could have shown more empathy, provided clearer information, or resolved the issue more efficiently. Offer specific suggestions for training the agent to handle similar situations in the future, emphasizing techniques for active listening, problem-solving, and setting appropriate expectations.