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Customer journey mapping – industry adoption and experiences


Customer Journey Mapping is the process of capturing the experiences that customers have as they interact with your organisation over time, and across channels. It’s a discipline that’s been practiced for some years, but it’s now becoming much more widely-known and practiced. Nevertheless, there appears to be little in the way of published standard practice in this area, and few commonly-available tools to support the practice.

The aim of this focused project is to understand how organisations are currently practicing Customer Journey Mapping, and the benefits and challenges being uncovered along the way.

The first phase of this project is an online survey.

Respond to our Customer Journey Mapping survey, get a free month of premium access to The Advisor

Are you using Customer Journey Mapping in your organisation? If so, we’d really appreciate your input! Please take the survey now >>

In return for your time and thoughts, we’re offering a month of premium access to The Advisor. We’ll provide you an access code once the survey results are ready, so you can use your premium access to get the survey results – as well as checking out our other 100+ premium research reports.


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