Less Than Half of Contact Centres are Yet to Begin a Customer Journey Mapping Project


According to our poll, more than half of companies have now completed, or are in the process of completing, a Customer Journey Mapping project.

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

Published On: 9th Dec 2016 - Last modified: 24th Apr 2017
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