Customer Journey Mapping and Customer Experience

We help organisations deliver better interactions that consistently meet customer expectations and business objectives.

We enable our clients to design and produce customer journeys that reduce customer effort and the cost to serve; journeys that consistently improve service delivery and that build trust, empathy and recommendation.

Customer Journey Consultancy were able to confirm and prioritise our customers’ needs by segment and to define the strengths and weaknesses of our current multichannel customer experience. They helped design key aspects of our journey.

Jeremy Maxwell, Multichannel Director, Wolseley UK
Customer Experience hierarchy

How to guides

Free content to download including our all new 31 page Guide to Customer Journey Mapping, our Stakeholder engagement worksheet and more.


Explore all aspects of CX including CX KPIs, Complaints, the Power of emotions and more

Case Histories

Analysis of Client projects for NHS, National Trust, AXA, Workspace, Social Housing, MS Society and more

Our services

Our specialist services include Customer Journey Mapping, research, CX strategy and more


Our world class Clients and world class team