The State Of Customer Journey Mapping, 2017

August 23rd, 2017

Joana de Quintanilha VP, Principal Analyst

Tony Costa

With contributors:

David Truog , Alex Causey , Scott Ross , Andrew Reese

Summary

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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