Journey Mapping
Customer journey mapping is a tool that visualizes the entire customer journey from initial contact to post-purchase interactions. This involves creating a detailed map that outlines every touchpoint and interaction a customer has with a business across various channels and stages. By mapping out the customer journey, organizations can identify pain points and opportunities for improvement.
The process of journey mapping typically begins with gathering customer data through surveys, interviews, and analytics to gain a comprehensive understanding of customer behaviors, needs, and expectations. This data is then analyzed to identify where customers are most engaged or frustrated.
By continuously refining and updating customer journey maps based on ongoing feedback and data insights, businesses can adapt to evolving customer expectations and market trends. Find out more about customer journey mapping strategies below.
Almost one quarter struggle to demonstrate ROI of journey management
October 18 by CX Network
Research conducted by CX Network and Alterian also found siloed data is preventing organizations from delivering the best experiences possible
The state of customer journey success 2024-2025
September 25 by CX Network
Find out how to overcome the biggest roadblocks in journey management and ensure your organization is delivering the best customer experiences possible
The Global State of CX 2024
May 23 by CX Network
How generative AI, data and customer demands are shaping CX in 2024
Connected Customer Journeys: How Shoe Carnival and Verint bridge digital and in-store CX
February 22 by CX Network
Watch this session to learn how Shoe Carnival turns customer insights into action across omnichannel experiences.
It’s time for customer journey mapping to have a 2.0 reboot
May 11 by Alan Pennington
Alan Pennington explains why process, employee and customer journey mapping requires a reboot
The A-Z of creating modern customer personas
May 05 by Jeannie Walters
Jeannie Walters explains how CX leaders can use AI and sentiment analysis to develop more accurate personas and personalized journeys
The secrets to customer journey mapping success with Jim Tincher
March 13 by Melanie Mingas
Jim Tincher tells CX Network how to utilize business data when designing customer journeys and why Post-it notes cannot solve mapping problems.
How McDonald’s built a seamless customer journey
February 08 by CX Network
How McDonald’s uses data to gain a 360-view of the customer and build a seamless customer journey
What is customer journey mapping?
January 27 by CX Network
CX Network explores the experience design technique of customer journey mapping and how it can be mastered to provide meaningful value for customers
Transforming customer centricity with Stan Swinton
January 23 by Melanie Mingas
Stanford Swinton, founder of NPSx, tells CX Network about the skills and technology needed to win - and retain - customers
The new order of customer experience management
December 20 by Gautaam Borah
Author and CX Network board member, Gautaam Borah, shares his outlook for experience management in 2023
The 10 sins of ecommerce: backed by data
November 17 by Anna McKibben
The 10 consumer bugbears for ecommerce merchants to address
