CX Platform / CX Journey Mapping

Create and manage your customer journey maps and personas

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View touchpoints, identify customers and their sentiments

Surface frictions and opportunities for CX initiatives

Customer journey mapping tool

Create your own tailored customer journey maps to surface all touchpoints with your brand, create personas and analyze their sentiment along the journey. Easily share across your organization with a click to export your maps as a PDF, Excel or image file.

What is a customer journey map?

A customer journey visualizes the relationship cycle between a customer and a brand as it is perceived by the customer. By mapping the customer journey and its touchpoints, you focus on who your customers are, uncover their pain points, and identify areas of improvement that will shape your business strategy.

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Your step-by-step on creating customer journey maps

Now with customer journey mapping software like the Cemantica platform, you can bring your journey maps from sticky notes to life as part of your daily work and easily collaborate with the different stakeholders across your organization.

Create personas

Personas are fictional characters that represent different customer segments within a targeted demographic, attitude or behavior set depicting specific customer profiles.

Start mapping customer journeys

Define all the stages of your customer journey. Associate an image and a description in an easy-to-use format.

Interactions in action

You’ve set up your stages! Now start listing your customer interaction touchpoints, pros, cons and insights.

How do your customers feel?

Visualize and compare your personas’ sentiment level vs the real customer sentiment on a map.

What is happening backstage?

Get a clear picture of the systems and departments (Service Blueprint) involved in each stage - identify the potential internal issues within your organization.

Start fixing the frictions that matter

Share your journey maps internally. Now you need to transform the opportunities into actions and prioritize by ROI.

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