Customer journey mapping has grown in popularity in the world of customer experience today, but how user-friendly is it and does the practice itself produce the success that it claims?
MyCustomer’s 2018 research report on customer journey mapping reveals several key areas:
- The development of the practice
- Who owns CJM in an organization
- Business tools that are necessary to complement CJM
- How an organization perceives its own success with CJM
Some interesting stats:
- 85% of customer journey mapping users say the implementation is positive
- 32% of organizations have been using CJM for a year or less
- 18% of customer journey mapping exercises have many contributors within an organization
Download this comprehensive report now to see if your organizations CJM practices are aligned with the global markets.