Relevant bibliographies by topics / Customer journey mapping

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer journey mapping'

Author: Grafiati
Published: 4 June 2021
Last updated: 25 July 2025

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Journal articles on the topic "Customer journey mapping"

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Sneed, Christopher, Heejin Lim, Michelle Childs, and Megan Leffew. "Customer Journey Mapping: A New Tool in the Extension Educator’s Toolbelt." Journal of Extension 63, no. 1 (2025): 1–8. https://doi.org/10.34068/joe.63.01.04.

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Customer journey mapping can be used to gain a complete understanding of customers by charting touchpoints across pre-purchase, purchase and post-purchase stages. By lifting customer journey mapping out of traditional retail settings and applying it to farm retail enterprises, customer journey mapping can be a powerful tool in the Extension educator toolbelt – a tool that can be utilized when educating producers in group settings or individual consultations. This article offers an introduction to the customer journey mapping tool. A case study and tips for using journey mapping concludes the a
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VASILEVA, Steliana. "Mapping the Customer Journey in Retail." INTERNATIONAL CONFERENCE ON ECONOMICS, BUSINESS & MANAGEMENT 1, no. 1 (2024): 53–66. https://doi.org/10.56065/icebm2024.53.

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Creating a customer journey map has quickly become an interesting and innovative way to understand consumers and their behavior. Over the years, the method gained popularity and established itself by offering a clear way to visualize the company's intangible services. As the importance of customer experiences increases, the mapping of their journeys also expands to encompass not only actions and thoughts, but also feelings that occur along the journey. The aim of this paper is to explore the mapping of the customer experience journey and the process behind its creation. In addition to a framew
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Nnenna Ijeoma Okeke, Olufunke Anne Alabi, Abbey Ngochindo Igwe, Onyeka Chrisanctus Ofodile, and Chikezie Paul-Mikki Ewim. "Customer journey mapping framework for SMES: Enhancing customer satisfaction and business growth." World Journal of Advanced Research and Reviews 24, no. 1 (2024): 2004–18. http://dx.doi.org/10.30574/wjarr.2024.24.1.3206.

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Customer journey mapping (CJM) is an essential tool for small and medium-sized enterprises (SMEs) to understand and optimize their interactions with customers, thereby driving satisfaction and business growth. This review outlines a customer journey mapping framework designed specifically for SMEs, aiming to enhance customer experiences through a structured approach to identifying key touchpoints, pain points, and opportunities for improvement across the customer lifecycle. The proposed framework involves systematically mapping out every stage of the customer journey, from initial awareness to
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Nnenna, Ijeoma Okeke, Anne Alabi Olufunke, Ngochindo Igwe Abbey, Chrisanctus Ofodile Onyeka, and Paul-Mikki Ewim Chikezie. "Customer journey mapping framework for SMES: Enhancing customer satisfaction and business growth." World Journal of Advanced Research and Reviews 24, no. 1 (2024): 2004–18. https://doi.org/10.5281/zenodo.15051381.

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Customer journey mapping (CJM) is an essential tool for small and medium-sized enterprises (SMEs) to understand and optimize their interactions with customers, thereby driving satisfaction and business growth. This review outlines a customer journey mapping framework designed specifically for SMEs, aiming to enhance customer experiences through a structured approach to identifying key touchpoints, pain points, and opportunities for improvement across the customer lifecycle. The proposed framework involves systematically mapping out every stage of the customer journey, from initial awareness to
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Arias, Michael, Eric Rojas, Santiago Aguirre, et al. "Mapping the Patient’s Journey in Healthcare through Process Mining." International Journal of Environmental Research and Public Health 17, no. 18 (2020): 6586. http://dx.doi.org/10.3390/ijerph17186586.

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Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healt
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Kushwaha, Priyanka. "Analyzing the Customer Journey through Data Analytics." International Journal for Research in Applied Science and Engineering Technology 13, no. 5 (2025): 6046–49. https://doi.org/10.22214/ijraset.2025.71608.

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The quantitative content analysis identified five underlying themes of the customer journey, namely, service satisfaction, failure and recovery, co-creation, customer response, channels and technological disruption. The results section reviewed and discussed each theme and its sub-themes in turn. The review identified important gaps in the literature related to the key stages of a customer journey. Customer Journey Mapping (CJM) is pivotal for understanding and enhancing customer experiences across touchpoints. The integration of real-time data analytics into CJM has transformed this tradition
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Mele, Cristina, Tiziana Russo-Spena, Marco Tregua, and Cristina Caterina Amitrano. "The millennial customer journey: a Phygital mapping of emotional, behavioural, and social experiences." Journal of Consumer Marketing 38, no. 4 (2021): 420–33. http://dx.doi.org/10.1108/jcm-03-2020-3701.

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Purpose The wider possibility of connectivity offers additional opportunities for customers to experience value propositions. The online world is only one side of the customer experience. The integration of digital technologies, social presence and physical elements increases the complexity of customer journey. This paper aims to map the phygital customer journey by focusing on millennials. Design/methodology/approach The study adopted a qualitative methodology to investigate 50 millennials from Italy. Millennials had to describe, in two phases, a journey they had recently made. First, they us
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Koussaifi, Hiba, David John Hart, and Simon Lillystone. "Customer complaint journey mapping: a qualitative approach." British Food Journal 122, no. 12 (2020): 3711–26. http://dx.doi.org/10.1108/bfj-11-2019-0849.

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PurposeThis paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.Design/methodology/approachResearch participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faithfully capturing complainants' raw emotions. These recordings formed the basis for follow up interviews, based on the critical incident technique.Findings
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Muhamad Tamyez, Puteri Fadzline, Norhana Mohd Aripin, Muhammad Ashraf Fauzi, and Senthil Kumar. "Mapping the doctoral students’ experiences: A customer journey analysis." Multidisciplinary Science Journal 7, no. 4 (2024): 2025156. http://dx.doi.org/10.31893/multiscience.2025156.

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Customer experience research predominantly anchors the customer journey on a specific offering, implying an inherently customer-centric perspective. To address calls for a more goal-oriented approach, this study aims to develop an educational institutional view of customer journeys from the perspective of doctoral students. In a qualitative study, nineteen doctoral students were interviewed. Two independent researchers used triple coding and thematic analysis to unpack the experiences grounded by the perspective of the self-regulation model of a behaviour feedback loop. The findings suggest tw
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Katkov, Serhii. "Implementation of Customer Journey Mapping in Digital Business Development." International Journal of Science and Research (IJSR) 14, no. 3 (2025): 1125–29. https://doi.org/10.21275/ms25319084103.

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Dissertations / Theses on the topic "Customer journey mapping"

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Tejnung, Elias. "Pains, delights och allt däremellan : En guide för kundresekartläggning." Thesis, Högskolan i Skövde, Institutionen för informationsteknologi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-17347.

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Metoden Kundresekartläggning har använts i årtionden för att kartlägga målgruppers upplevelser, exempelvis kunders upplevelse av en organisations tjänster. I vetenskaplig litteratur saknas beskrivning av hur datainsamling och analys går till i kundresekartläggnings-projekt. För att öka förståelsen för hur metoden går till har kunskap samlats in, främst genom intervjuer med praktiker (user experience designers och tjänstedesigners) erfarna av metoden. Resultatet blev en guide fylld av tips som kan vara bra för praktiker att tänka på inför och under den här typen av projekt, samt hur man kan eng
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Wikström, Daniel. "Me, Myself, and AI : Case study: human-machine co-creation explored in design." Thesis, Umeå universitet, Institutionen för informatik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-149632.

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The current case study served to investigate roles, uses, attitudes, and future implications of a collaborative artificial intelligence system [CAIS] at a user experience and service design firm. Due to the shortage in the body of literature for human machine co-creative collaboration, this study obliged in expanding on it from a qualitative and conceptual level. Findings from a thematic analysis on design practitioners, indicated three main themes: Attitudes, Attributes, and Awareness. Main findings indicate that negative attitudes affect how much autonomy is ascribed to CAIS; There is a lack
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Chen, Mei-Chi, and 陳美錤. "The Customer Journey Mapping- Female Customers of Facial Skincare Products." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/31345695080438114779.

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碩士<br>國立臺灣大學<br>商學研究所<br>103<br>It has always been an important issue for companies to “know their customers.” The emergence and development of “Customer Journey Mapping” became the key to deal with this issue. It helps the company to identify if there is any room for service improvement and to find more business opportunities. By adopting this tool, company can appreciate customers’ needs, feelings and thoughts from customers’ perspectives more effectively. In the beginning part of this study, the definition, related concepts, applications and the executing methods of customer journey mapping
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Tan, Dennis, and Hellen Truong. "En studie av användarupplevelse (UX) i ett cross-channel sammanhang : Användarnas upplevelse av boklån på högskolebiblioteket i Borås." Thesis, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-26625.

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The bachelor thesis aims to explore whether students perceive the usage of self-service technology (SST) as positive, neutral or negative, which occurs before, under and after a visit at the library of University of Borås. In this paper, a qualitative user diary was used as a method to gather empirical data. An established UX method, customer journey mapping (CJM), was selected to analyze the empirical findings. The findings were further analyzed with a theoretical framework of the predecessor David Benyon to gain a deeper understanding of user experience in a cross-channel context. The study
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Books on the topic "Customer journey mapping"

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Customer Journey Mapping. Bookboon, 2016.

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Customer Journey Mapping. book boon, 2016.

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Angrave, Jerry. Journey Mapping Experience: A Practical Guide to Preparing, Facilitating and Sharing the Value of Customer Journey Mapping. de Gruyter GmbH, Walter, 2020.

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Angrave, Jerry. Journey Mapping Experience: A Practical Guide to Preparing, Facilitating and Sharing the Value of Customer Journey Mapping. de Gruyter GmbH, Walter, 2020.

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Clinehens, Jennifer L. CX That Sings: An Introduction to Customer Journey Mapping. Independently Published, 2020.

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Mildred, Raeann. Journey Mapping : Ideas for Providing a Memorable Customer Experience: Customer Experience Management Strategy. Independently Published, 2021.

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Journey Mapping Experience: A Practical Guide to Preparing, Facilitating and Sharing the Value of Customer Journey Mapping. de Gruyter GmbH, Walter, 2020.

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CX That Sings: An Introduction to Customer Journey Mapping for Marketers. Independently Published, 2020.

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Clinehens, Jennifer. CX That Sings: An Introduction to Customer Journey Mapping for Marketers. Independently Published, 2019.

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How Hard Is It to Be Your Customer?: Using Journey Mapping to Drive Customer Focused Change. Paramount Market Publishing, Incorporated, 2019.

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Book chapters on the topic "Customer journey mapping"

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Bolz, Thomas, Li Zeng, Mathias Hackenbracht, and Tim Gnannt. "Digital Patient Journey Mapping – Technologien und Touchpoints." In Customer Centricity. Springer Fachmedien Wiesbaden, 2024. http://dx.doi.org/10.1007/978-3-658-42173-1_6.

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Klein, Nicole. "Customer Journey Mapping – Prozesse, Touchpoints & Personas." In Transformation im Consumer Sales. Springer Fachmedien Wiesbaden, 2024. http://dx.doi.org/10.1007/978-3-658-45174-5_10.

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Opresnik, Marc Oliver. "Effective Social Media Marketing Through Customer Journey Mapping." In Social Computing and Social Media: Experience Design and Social Network Analysis. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-77626-8_31.

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Kapoor, Deepa, Ruchi Khandelwal, and Sujata Khandai. "Mapping the B2B Customer Journey through Social Media Marketing." In Contemporary Issues in Social Media Marketing, 2nd ed. Routledge, 2025. https://doi.org/10.4324/9781003412656-9.

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Shi, Di, Rong Deng, Xin Xin, and Yumei Dong. "From Customer Journey to Knowledge Journey: Mapping the Knowledge Journey in Co-design on Public Realm." In Design, User Experience, and Usability: Theory and Practice. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-91797-9_18.

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Yoo, Jaeyeon, and Younghwan Pan. "Expanded Customer Journey Map: Interaction Mapping Framework Based on Scenario." In HCI International 2014 - Posters’ Extended Abstracts. Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-07854-0_96.

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Fehér, Péter, and Krisztián Varga. "The Value of Customer Journey Mapping and Analysis in Design Thinking Projects." In Business Process Management: Blockchain and Central and Eastern Europe Forum. Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-030-30429-4_25.

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Gabelaia, Ioseb, Kakhaber Djakeli, and Jeffery W. McElroy. "The Power of Customer Journey Mapping with Artificial Intelligence: A Case Study Method." In Lecture Notes in Networks and Systems. Springer Nature Switzerland, 2025. https://doi.org/10.1007/978-3-031-87532-8_22.

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Bogale, Binyam, Ingrid Konstanse Ledel Solem, Elisabeth Gulowsen Celius, and Ragnhild Halvorsrud. "Visual Modeling of Multiple Sclerosis Patient Pathways: The Healthcare Workers’ Perspectives." In Communications in Computer and Information Science. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-59080-1_22.

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AbstractMultiple Sclerosis (MS) necessitates tailored care along intricate pathways throughout a patient's lifetime. Visualizing these pathways enhances the collective understanding of care processes and fosters collaboration among stakeholders. This study employed a qualitative study to map and the Customer Journey Modeling Language (CJML) to model MS patient pathways. A total of six purposefully selected healthcare professionals working in specialized healthcare, at a hospital and separate rehabilitation center, contributed to the care process mapping, participating in both pre- and post-mod
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Laverie, Debbie, William H. Humphrey, and Dorcia E. Bolton. "Integrating Customer Journey Mapping and Integrated Marketing Communications for Omnichannel and Digital Marketing Education: An Abstract." In Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-99181-8_62.

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Conference papers on the topic "Customer journey mapping"

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Singh, Chandra Pratap, and Rizwan Yousuf. "Enhancing Marketing Strategies Through Big Data-Driven Customer Journey Mapping: An Analysis Using Machine Learning Algorithms." In 2024 International Conference on Emerging Innovations and Advanced Computing (INNOCOMP). IEEE, 2024. http://dx.doi.org/10.1109/innocomp63224.2024.00084.

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Ding, Yiqing, and Erin F. MacDonald. "Customer Journey Mapping Using Stochastic Models." In ASME 2022 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2022. http://dx.doi.org/10.1115/detc2022-90000.

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Abstract A customer journey map is a visual representation of the process that a person goes through when interacting with a product or a service and it is often related to human-centered design. The process of which customer journey maps are built is referred to as customer journey mapping (CJM) and traditionally this process includes techniques such as observations, interviews, and surveys. However, the emergence of new data collection techniques such as interactive mobile applications has made richer data available for service designers. This emerging data availability poses both challenges
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Vasileva, Steliana. "Cutting through the noise: understanding the usage of the customer journey mapping." In The 28th International Scientific Conference "Competitiveness and Innovation in the Knowledge Economy". Academy of Economic Studies of Moldova, 2025. https://doi.org/10.53486/cike2024.04.

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In the last few decades, due to the booming of the Internet and the flourishing of new technologies connected to it, there has been a major change on how people interact with businesses. With the development of smart devices, companies started to unwrap the power of customer behaviour. A new kind of marketing, based on customer knowledge, emerged. However, firms are still grappling with how to understand their consumers and it is still ongoing to change how companies and customers interact. Contrary to traditional media, the Internet allows for amassing data, associated with millions of users,
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Pati, Sravani, Vamsi Krishna Pasam, and Carlos Toxtli Hernandez. "Customer Journey Mapping with Multimodal Large Language Models." In WWW '25: The ACM Web Conference 2025. ACM, 2025. https://doi.org/10.1145/3701716.3717863.

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Rahmawati, Tasya Santi, and Wahyudi Sutopo. "Enhancing Customer Satisfaction Through Customer Journey Mapping: A Case Study of Electric Motorcycle Conversion Workshop." In 15th Annual International Conference on Industrial Engineering and Operations Management. IEOM Society International, 2025. https://doi.org/10.46254/an15.20250288.

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Heuchert, Markus. "Conceptual Modeling Meets Customer Journey Mapping: Structuring a Tool for Service Innovation." In 2019 IEEE 21st Conference on Business Informatics (CBI). IEEE, 2019. http://dx.doi.org/10.1109/cbi.2019.00068.

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Mandic, Igor. "ENHANCING CUSTOMER JOURNEY THROUGH PROCESS MINING: A LITERATURE REVIEW AND FUTURE RESEARCH DIRECTIONS." In INTERNATIONAL Conference on Business, Management, and Economics Engineering Future-BME. Faculty of Technical Sciences, Novi Sad, 2025. https://doi.org/10.24867/future-bme-2024-108.

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Providing an exceptional customer experience has become a primary goal in modern business, with best-practice companies setting strategic objectives for designing and enhancing the customer journey. The customer journey approach has been applied for many years in service design to create a cohesive customer experience across all touchpoints. Advances in technology and the emergence of innovative channels have enabled companies to collect large amounts of data about customer experiences, creating an opportunity to align service design with data science to gain valuable insights. Process mining,
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Mages, Michael Arnold, and Stephen Neely. "Emergent Scoring of the Temporal Experience, an Investigation into Service Mapping." In ServDes.2023 Entanglements & Flows Conference: Service Encounters and Meanings Proceedings, 11-14th July 2023, Rio de Janeiro, Brazil. Linköping University Electronic Press, 2023. http://dx.doi.org/10.3384/ecp203089.

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The design of services relies heavily on different mapping approaches to develop an overview of service architecture. Scholars largely agree that a key goal of service mapping should be the structuring of experience over time, yet the three most prevalent approaches to mapping service — customer journey maps, service blueprints, and system diagrams — fail to represent important aspects of the temporal experience. Current tools continue to center physical touchpoint attentions and struggle to depict more complex narratives of improvisatory customer/provider interactions. Notating the lived jour
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Fakher, Mehrdad. "Empowering Parcel Delivery Logistics: The Role of Customer Journey Mapping in Driving Innovation and Customer-Centric Solutions." In 14th International Conference on Industrial Engineering and Operations Management. IEOM Society International, 2024. http://dx.doi.org/10.46254/an14.20240487.

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Gusmao, Lidia, Hugo Helito, Tales Anarelli, Julia R. Conceicao, Tuo Ji, and Gabriel Barros. "A Customer Journey Mapping Approach to Improve CPFL Energia Fraud Detection Predictive Models." In 2020 IEEE PES Transmission & Distribution Conference and Exhibition - Latin America (T&D LA). IEEE, 2020. http://dx.doi.org/10.1109/tdla47668.2020.9326214.

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Reports on the topic "Customer journey mapping"

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Seybold, Patricia. Customer Journey Mapping. Patricia Seybold Group, 2014. http://dx.doi.org/10.1571/me05-22-14cc.

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