At the core of a great customer experience is the customer journey. Customer Journey Mapping technology can help organizations identify pain points in their customer journeys faster through digitally supported journey maps.

Use Customer Journey Mapping to help your enterprise retain your customer base and attract new clients, and before a major customer experience redesign.

customer journey map

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Optimize the Customer Experience:
7 Essential Requirements for Customer Journey Mapping

With:
Jim Sinur, VP Research and Aragon Fellow at Aragon Research

Customer Journey Mapping Research

Predictions for Business Process Management (BPM), 2018

Predictions for Business Process Management (BPM), 2018
January 5, 2018

Summary: For 2018, process will be integral and will require a business model that leverages its full capabilities in new ways. In the new digital era, constituent journeys are the important processes even though other processes continue to support operations. Read More >

customer journey map providers

The Aragon Research Tech Spectrum for Customer Journey Mapping, 2017
September 29, 2017

With the ability to map the customer journey and capture the customer’s rational inputs, sentiments, real emotions, and responses, organizations are better equipped to successfully and proactively retain their current client base and target “best customers” to win new clients. Read More >

The Aragon Research Globe™ for Social Software, 2017

The Aragon Research Globe™ for Social Software, 2017
October 30, 2017

Collaboration is under pressure to evolve as mobility becomes a key use case. This research note analyzes the trends and technologies in this market, discusses the major providers, and explains how successfully deploying an ESN will improve customer journeys. Read More >

features of customer journey maps

Essential Requirements for Customer Journey Mapping Technology
February 15, 2017

Summary: The customer experience is the new competitive battlefield for organizations. The customer experience will change the relationship that a constituent (customer, employee, partner, etc.) has with an organization and often affects organizational revenue streams. Read More >

Customer Journey Mapping Blogs

Customer Service in the Hot Seat

Customer Service in the Hot Seat
February 14, 2018

Customer lifestyles are constantly evolving, and the competition is fierce to acquire and retain customers. Here are three main reasons why common business approaches to customer service aren’t cutting it. Read More >

Making the Case for Customer Journey Mapping: Two Approaches

Making the Case for Customer Journey Mapping: Two Approaches
September 19, 2017

Some businesses believe investing in customer journey mapping includes buying technology and other businesses believe technology is not necessary. Read More >

Community, Chameleon, and Commodity based Customer Cultures

Understanding Three Prevalent Types of Customer-Centric Cultures
September 26, 2017

What does a customer-centric culture look like? This blog explores the three major types of customer-centric cultures and the affect in the long run. Read More >

Genpact Acquires TandemSeven; Prepares for Impactful, Customer-Focused Digital Transformations

Genpact Acquires TandemSeven; Prepares for Impactful, Customer-Focused Digital Transformations
September 13, 2017

First Cut: Genpact announced that it is buying TandemSeven, a leader in the Customer Journey Mapping sector. This move makes Genpact a more potent player. Read More >