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50% of Contact Centres are Yet to Begin a Customer Journey Mapping Project

Published On: 9th Dec 2016 08:00 - Modified: 23rd Sep 2019

According to our poll, nearly half of companies are in the process of completing a Customer Journey Mapping project. A third are

Poll – “Where are you with Customer Journey Mapping?” – answers

No Plans – 10%
We are thinking about it – 37%
We have a project in progress – 45%
We have already mapped our Customer Journeys – 13%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: Designing Customer Journeys Sample size – 118 Date: October 2016

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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