Want the latest news and research?

Subscribe to Insync insights
Visualise your customer experience

Optimise your customer’s experience and influence their decision-making process.

Talk to us today

Customer Journey Mapping

Get a better understanding of how your customers interact with your organisation with Customer Journey Mapping (CJM).

CJM illustrates the customer’s journey along multiple touch points and is created from the customer’s perspective. A Customer Journey Map helps you understand your customer’s motivations and pain points.

Journey mapping allows you to structure various touch points in order to optimise the customer’s experience and influence his/her decision-making process.

Drill down to every customer touch point

The process of segmenting a customer’s journey into phases, assigning goals for each phase and ensuring that each customer touch point is aligned to these goals allows for a better customer experience, which in turn increases customer satisfaction and retention levels, reduces churn and increases levels of customer advocacy.

Customer journey mapping also has the following benefits:

  • better understanding of the customer experience
  • helps increase customer centricity across the organisation
  • identifies critical opportunities to boost customer experience
  • identifies ‘red flag’ issues in relation to CX and how to remedy them

Create a map for success

We can take you through the entire customer journey mapping process, which involves:

  • creating customer personas based on market research and real customer data
  • defining and following the most appropriate timeline for your customer journey mapping
  • defining and analysing each touch point when your customer interacts with your brand or organisation
  • determining which devices are involved and how they impact each customer interaction
  • documenting your customer’s likely motivations and emotions at various touch points during their journey with you

Need help getting started?

Talk to us today about how customer journey mapping can transform your customer experience program.

What our clients say

Insync Testimonial
Insync has helped us to create quick and easy evaluation surveys which provide a wealth of data on our customer experience.
Fiona Turner

Head of Business Operations
Swinburne University

Customer Experience insights

How to discover and bring to life your Customer Value Proposition

It's a customer's world. Few people would argue that for organisations to survive, they must understand and meet the needs of their customers.

Build customer relationships, not transactions

Too many organisations have an excessive internal focus and do not spend sufficient time considering and gaining feedback in relation to the external environment, ...

The 6 essential ingredients of a customer centric culture

Most business-to-business (B2B) organisations talk about being customer centric. Some go further and say they have a deeply embedded culture of listening and ...

The vital link between employee and customer engagement

You won't have happy and engaged customers on one end of the phone line if you have unhappy and disengaged employees on the other end of the line.