37% of Contact Centres Have Never Mapped the Journey of Their Customers 431 Filed under - Archived Content Over a third of contact centres have never mapped their customers’ journey, with additional 12% of our respondants admitting it had been over five years since they had last done so. Poll – When did you last do Customer Journey Mapping? – answers Past Week – 18% Past Month – 17% Past Year – 17% Past 5 Years – 12% Never – 37% Source: Call Centre Helper Webinar:Ways to Improve Customer Satisfaction Sample size – 127 Date: May 2015 Author: Megan Jones Published On: 1st Oct 2015 - Last modified: 23rd Sep 2019 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter