Research from MyCustomer and Quadient reveals that the practice of customer journey mapping is having a significantly positive effect on the customer experiences delivered by the organisations undertaking it.
The study interviewed 248 organisations across the globe to highlight that 90% of those using customer journey mapping said the practice was delivering a positive impact.
Despite this, the research’s key finding reveals that 33% of organisations are not currently using any form of customer journey mapping.
32% have only been conducting journey mapping practices for less than a year.
In this infographic, we highlight some of the most important stats from the report, and why they're significant.
(Click to enlarge)
About Chris Ward
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.