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Customer journey mapping 0:29
A 29-second explainer of Customer journey mapping, narrated over the same demo you can try yourself.
Try the interactive Customer journey mapping demo
What this video covers
A customer journey map charts the whole relationship a person has with a brand over time and across channels - from first awareness through consideration, purchase, onboarding, support and (you hope) loyalty - plotting their actions, thoughts and emotions at each stage. It zooms out from a single task to the end-to-end experience, exposing the emotional highs and lows the rest of the organisation rarely sees joined up.
Plotted as one curve, the journey told a story a feature-by-feature view never could: a confident start, then a sharp emotional dip right where marketing hands over to the product, and support left to rescue it. That valley - invisible to any single team - is exactly where the experience is won or lost, and exactly what a journey map is for.
