What is Customer Journey Mapping?

Take action to improve the customer experience.

What is Customer Journey Mapping?

A customer journey map is a step-by-step illustration of how your customers interact with your organization. It’s created by taking a walk in your customers’ shoes as they purchase and consume your products and services. Journey maps highlight customer needs, technical obstacles, and emotions throughout every interaction with your company.

Maps are made actionable when they incorporate:

  • The customer viewpoint and perspective
  • Customer feedback and artifacts that bring the maps to life
  • Ownership and accountability for each step
  • Data from other systems that bring analytics into the maps
     

Why is Customer Journey Mapping Important?

Why is Customer Journey Mapping Important?

Customer journey mapping (CJM) has grown in popularity in the world of customer experience today, and for a good reason. MyCustomer’s CJM 2018 research report demonstrates the value and practice of CJM, with companies world wide reporting an increase in Net Promotor Score, a fall in customer complaints, a reduction in customer churn and, for example, an improvement in customer satisfaction by a huge 81%.

Are you keen to improve your organization’s success with the help of CJM? Download MyCustomer’s CJM 2018 research report to learn about the importance of customer journey mapping and the long-term growth it can deliver. 

Best Practices in Customer Journey Mapping

Best Practices in Customer Journey Mapping

Customer journey mapping is gaining a lot of interest as it provides an elegant and efficient way to identify and visualize the end-to-end customer journey. 

Discover how Customer Journey Mapping tools make it easy for CX and Marketing executives view their organization's entire portfolio of customer communications through a single web interface, regardless of the underlying communication technology. 

By mapping all customer touchpoints including the corresponding customer communications, CX and Marketing executives get the much needed insight for  improving the customer experience. 

Watch the webinar “Best Practices in Customer Journey Mapping” and get educated by experts Kaspar Roos, founder and CEO of CCM/CX 

In a nutshell, journey maps help you:

Understand experiences

Understand experiences

Highlight and diagnose existing issues and opportunities

Design experiences

Design experiences

Rethink existing processes and/or create new ones

Implement new experiences

Implement new experiences

Become blueprints or statements of direction

Communicate experiences

Communicate experiences

Onboarding, training, and ongoing education

Increase revenue

Increase revenue

Understand your customers with meaningful interactions

The essential checklist for customer journey mapping

The essential checklist for customer journey mapping

Organizations are in need of tools to understand their customers better in order to communicate and engage with them more effectively. This white paper provides an overview of customer journey mapping and why it is an important tool for businesses that want to stay ahead of the game. The report also offers future trends that will influence customer journey mapping, and finally an extensive checklist that will help your organization perform its own CJM health check.

Why Quadient for Customer Journey Mapping?

What is CJM: Why Quadient for CJM?

Customer journey mapping continues to be an important tool for Customer Experience leaders. And while the concept of customer journeys is well understood by CX professionals, research shows that customer journey mapping tools are not. In this report, Ovum looks to help companies navigate the landscape of potential solution providers to get the most value out of available customer journey mapping solutions.  

Download this complimentary report, offering an objective third party review of Quadient’s customer journey mapping technology and how it provides value for enterprise customers.

How we help

Quadient® brings together and activates the entire organization in the name of customer experience, through better collaboration and visibility into the customer journey. 

Quadient Customer Journey Mapping™ is the only cloud-based journey mapping tool that incorporates the digital and physical touchpoints your customers interact with into your journey maps, providing visibility into every experience from one intuitive interface.

Learn more

Request a demo

Fill out the form to get started with a CJM demo

 

Additional Resources

CX Transformation Day: Customer Journey Mapping Myth-Busting
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CX Transformation Day: Customer Journey Mapping Myth-Busting

Annette Franz leads a panel of current and former Chief Customer Experience Officers from ADP, Yahoo and Emirates Airlines on customer journey mapping myth-busting...
eBook: The Future of Customer Experience
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eBook: The Future of Customer Experience

To survive the economic downturn of 2008, organizations worldwide had to...
Don’t Waste Your Time With Customer Journey Maps
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Don't Waste Your Time With Customer Journey Maps

The top 11 mistakes and best practices for designing an actionable customer journey map...