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For Customer Experience Professionals

The State Of Customer Journey Mapping, 2017

August 23, 2017


Why Read This Report

Journey mapping continues to grow in popularity, but with all the hype, it can be difficult for customer experience (CX) pros to know where they stand in comparison to their peers and anticipate what's next. In this report, we analyze the results of two surveys on customer journey mapping practices and our past year of research on the subject to give CX pros an overview of the current state of journey mapping across four areas: adoption, ownership, execution, and methods and tools.

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Table of Contents

  • Journey Mapping Spreads In Use And Impact
  • CX Pros Have Mastered Journey Mapping Basics But Have Room To Grow
  • Sophisticated Firms Pioneer More Advanced Journey Mapping Practices
  • Recommendations

  • Lay The Groundwork To Insure Journey Mapping Success
  • Supplemental Material
  • Related Research Documents

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