Gartner Research

Ignition Guide to Building a Customer Experience Journey Map

Published: 17 August 2016

ID: G00340735

Analyst(s): Customer Experience Research Team


This guide includes documents that will help you identify your key customer personas and gather new and existing customer data, build in-depth and informed customer journey maps, and analyze current-state customer journeys and design new future-state customer journeys.

Table Of Contents



Step 1 of 6: Prepare to Map the Customer Experience Journey

Project Objectives

Roles and Responsibilities

Before You Start

Common Pitfalls and Keys to Success

Step 2 of 6: Gather and Organize Customer Data


How to Set Up for Success

Step 3 of 6: Map Current-State Customer Journeys


How to Set Up for Success

Step 4 of 6: Analyze Current-State Journey Maps Results


How to Set Up for Success

Step 5 of 6: Partner with Stakeholders to Design Future-State Customer Journeys


How to Set Up for Success

Step 6 of 6: Monitor Implementation Progress Based on Future-State Journey Maps

Review Your Performance

Keys to Continued Success

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