Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Customer Journey Mapping: What It Is & How to Get Started - PATLive - Blog

Customer Journey Mapping: What It Is & How to Get Started

Customer journey mapping is gaining prevalence in the business world, especially within the realm of customer experience. Some CX experts might even say if your business hasn’t taken the time to create a journey map, it can’t properly serve its customers or anticipate their pain points. 

While there are many ways to create an exceptional customer experience, journey mapping gives companies a deep dive into their customers’ overall experience.

What is a customer journey map exactly? 

The customer journey is the overall scope of the average customer’s experiences with your brand, from the first touch to the moment they decide to move on to a competitor or no longer need the services. Why is it called a map? Once all of your data is boiled down to the key points, a map (or infographic) is created to give everyone in your business an easy-to-read overview of the customer’s entire journey.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Who is doing it?

Any business that wants a better look at the entire customer journey and wants to create a more customer-centric business.

Why is it important?

If you want a strong grasp on what touchpoints your customer has with your brand, creating a customer journey map is essential. But there’s more! Here are some of the advantages of mapping out your customer’s experience.

  1. Creating a cohesive experience for your customers across all channels.
  2. Improving your customer satisfaction scores.
  3. Promoting more customer loyalty, ultimately generating more business.
  4. Placing all departments on the same page and helping to create cross-departmental harmony.
  5. Highlighting customer pain points and eliminating inefficiencies.

What should my customer journey map include? 

It’s 100% dependent on your business, what touchpoints you make available to your network, and what you’re looking to accomplish with your journey map. You could create one conclusive journey map with every touchpoint you offer, or you could create one solely for your customer support process. The important thing is to include every aspect of the journey you’re mapping which will help you identify any pain points and other opportunities for improvement.

Below are some examples of customer journey maps from Heart of the Customer and Dapper Apps.

How do I get started?

Do Your Research

Let’s say you’re interested in the experience from your prospect’s perspective. You’ll want to research your company and contact the company for information via every channel available to your prospects.

Get Your Team Involved

Don from sales will almost certainly have a different outlook on your intake process than Janet from the customer support team. Identify stakeholders in each facet of your business and include them in the mapping process. 

Map it Out

After gathering your data, you can map out the current state of your journey by listing every touchpoint. It doesn’t have to be fancy, customer journey maps using pen and paper can produce results that are just as impactful as those in a “high design” digital format. 

Analyze Your Journey 

Maybe you notice a few holes in your lead nurturing process. Perhaps your new sales are having issues that could be solved with a better onboarding process. Or even more eye-opening, you notice your support queue is overflowing and you’re losing hard-earned business. Whatever your findings, now you have what you need to make adjustments and become a top provider in your field.

Rinse and Repeat

Customer journey mapping is not a one-and-done process. Just as your business evolves, so does your customer journey. Regularly map your experience so it can scale with you as you grow. 

The way your customers experience your business is paramount to your success. Focusing your attention on a great product and high service levels is a start, but your customer should be front of mind when you begin exploring every touchpoint they have with your brand. 

Customer journey mapping is a great way to supply yourself and your team with a visual benchmark of the experience you’re providing. By placing yourself in the user’s shoes, you can gain new insight into your processes and identify opportunities to improve and grow your business.


Publish Date: September 17, 2019 5:00 AM

2021 Buyers Guide Visual Communications

SJS Solutions

Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

View more from PATLive

Recent Blog Posts:
Can Your Small Business Afford A Call Answering Service?July 15, 2020 5:00 AM
7 Things Every Virtual Office NeedsJune 23, 2020 5:00 AM
10 Things Every Virtual Office NeedsJune 23, 2020 5:00 AM
10 Answering Service Posts Every Small Business Should ReadJune 2, 2020 5:00 AM
How to Personalize Customer Service as a Small BusinessApril 29, 2020 5:00 AM
9 Stress Management Tips for Business Owners & Team LeadersApril 21, 2020 5:00 AM
Who’s Answering Your Phones During COVID-19?April 8, 2020 5:00 AM
Small Business Tips: Guide to Working from HomeApril 1, 2020 5:00 AM
How Technology is Changing Customer ServiceMarch 18, 2020 5:00 AM
6 Simple Ways to Create a Lifetime Customer BaseFebruary 19, 2020 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =