Customer journey mapping is the backbone for designing any customer experience programme.

“Acquiring a new customer can cost up to 5 times more than retaining a current customer and a 2% increase in customer retention can have the same effect on profits as cutting costs by 10%.”

CMO Council

“87% of all consumers will never go back to an organisation after a negative experience.”

Right Now Technologies and Harris Interactive

Globally, customer journey mapping is considered to be the backbone of any customer experience programme and is the common thread that runs through nearly every activity that customer experience professionals perform, from customer understanding to designing and managing customer experience programmes.