Trends Report

Journey Maps And Process Maps And Service Blueprints, Oh My!

What Customer Journey Maps Are And How They Differ From Other Commonly Used Mapping Tools

September 13th, 2016
Tony Costa, null
Tony Costa
With contributors:
Harley Manning , John Dalton , Scott Ross , Kara Hartig


Decades of quality and process improvement efforts have left firms awash in tools for mapping experiences and analyzing processes. Customer experience (CX) pros who hope to introduce customer journey maps as a new tool for understanding experiences often face pushback from stakeholders who are reluctant to adopt yet another tool. This report provides a concise definition for commonly used tools — process maps, service blueprints, ecosystem maps, etc. — and describes how they differ from customer journey maps.

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