Do organisations know what it’s like to step into their customers’ shoes? We surveyed 248 organisations across the globe to find out. Follow the link to the full report for more insights and to benchmark how your own journey mapping practices compares with global trends: https://www.mycustomer.com/resources/customer-journey-mapping-research-report-2018

1. Who’s winning at
customer journey
mapping?

2. MyCustomer interviewed 248 customer
experience professionals from across
the globe to discover their approach to
customer journey mapping. Here’s
what we found…

3. 67% of businesses undertake
some form of customer
journey mapping.

4. Of those that do customer
journey mapping, 85% said it
was delivering a positive
impact. Of those that don’t,
60% said they were not
satisfied with the insight they
had about their customers.

5. Customer satisfaction is the
leading benefit of journey
mapping. 71% of respondents
said the process had led to an
increase in satisfaction levels.

6. Led by customer experience
professionals…
35% of respondents said customer
journey mapping was led by a head of
customer experience (or an equivalent
role). 10% said CMO, 8% said CEO.

7. …But better when delivered
by multiple stakeholders.
18% said the process was led by
multiple stakeholders. In those cases,
46% described the process as
‘extremely positive’.

8. Its still a new discipline
32% of businesses have been
conducting journey mapping exercises
less than a year. Only 18% have been
doing it longer than five years.

9. 29% of businesses perform
customer journey mapping
exercises on an annual basis.
26% do it monthly, 23% every 6 months.

10. 54% of customer journey
mappers use some form of
customer feedback tool to
assist them with the process.

11. 34% of those not currently
undertaking customer journey
mapping say they have budget
in place to invest in the
discipline within the next 12-18
months.

12. Download the full research
report here.
In association with