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

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