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Customer Journey Mapping

Understand key emotions at each stage of the customer journey

Why Customer Journey Mapping?

Customer journey charts the touchpoints of moving from 'awareness' to 'engagement' to 'purchase'. The best brands measure emotions to create a seamless experience.

see the full picture

See the full picture

Get a detailed overview of your customer’s journey based on emotional responses

Our analysis makes the discovery of the customer journey quick and easy

areas for improvement

Identify key areas for improvement

Discover specific pain points along the journey

Understand the emotions and themes that contribute to churn, removing these to extend the customer lifetime value

make an impact

Make an impact

Understand the key touch points where your brand can have the greatest impact on your customer experience

By identifying the moments that matter most for your customer, you can personalise the experience to maximise engagement

Helping McCann deliver a global content strategy based on patient emotions

Get a 360° view of your customer journey

Discover other Solutions

Customer Experience

Act on decision-ready insights that explain why customers feel a certain way with steps to improve CX

Employee Experience

Identify how employees feel to drive engagement, reduce attrition and attract the best talent

Competitor Benchmarking

Benchmark performance against competitors to learn how to differentiate and compete for better CX

Swot Analysis

Apply emotion analysis for turning CX insights from SWOT into an innovative business strategy

Brand Empathy

Use our measurement framework to create an action plan for closing gaps in brand empathy