86% of Customer Journey Mapping Projects are Business Led


According to our poll, more than four in ever five Customer Journey Mapping projects are business led.

Yet, many contact centres combine their approaches to include more than just one of the options in the poll above.

Poll – “If you have already mapped the Customer Journey was it?” – answers

Customer led – 17%
Expert led (e.g. Consultant) – 17%
Business led – 86%

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

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

Published On: 16th Dec 2016 - Last modified: 18th Sep 2019
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