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
-
Get this new research report >>>>>>…………………………
10.000 Email Sends/month unlimited Subscribers | for free https://t.co/QgYXtUdlX2 pic.twitter.com/bLy2wi1zWq
— Will Corry (@slievemore) February 15, 2019