Customer Experience Journey Mapping Services

Customer Experience and Journey Mapping

Providing a superior customer experience is becoming the critical differentiator between market leaders and followers.


Customer Research / Profile Development

The key to improving customer experience is to understand your customers fully. Companies must construct “complete” customer profiles using data from all available sources, such as direct marketing, email, web, social media, and syndicated data. These integrated, “360 degree” views of the customer offer a single, consistent view of the customer across the enterprise, and can serve as the foundation for creating marketing personas, improving products and services, and delivery enhanced customer service & care.


Customer Profile Analysis

Customer profiles become living models that can guide marketing and management decisions and will evolve as the business and markets change. The most important aspects of a customer profile include:

  • Customer Analytics / Data Cleansing
  • Segmentation / Clustering


  • Needs, Preferences, Expectations
  • Loyalty Drivers
  • Buying Patterns




Voice of Customer Analysis

There is no better way to understand your customer’s needs, wants and desires than to ask and listen to them. We work with our clients to employ a variety of techniques to gain valuable customer insights and voice of customer information. These include analysis of

  • interviews, customer surveys, and focus groups
  • contact center and chat room interactions
  • social media, email and letters
  • blogs and news

Findings are analyzed to transform feedback into insights that help enhance customer experiences, improve products and services, and provide for early crisis detection and remediation.

Customer Journey Mapping

Customer journey mapping has proven to be a great exercise to assess customer touchpoints and experiences from a customer’s point of view. These incredibly insightful maps provide a baseline by which improvement strategies are identified, prioritized and implemented.

There is no one-size-fits-all approach to journey mapping. Centric’s robust methodology is tailored to meet each client’s unique needs and complexity and includes:

  • Journey Definition / Scoping
  • Persona Development
  • Initial Map Creation
  • Evaluation and Exploration
  • Brainstorming / Idea Generation
  • New Experience Design (Future State Journey)

Want to learn more about Customer Experience and Journey Mapping?

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