Customer Journey Map — see every stage of the experience your customers live

It is the visual representation of every stage, channel and emotion a customer experiences throughout their relationship with your company. Customer journey mapping surfaces the moments of truth, the pain points and the improvement opportunities on a document your whole organisation can share.

Because it gives you a shared, big-picture view of the real experience — where isolated data (NPS, CSAT, CRM) cannot tell you where or why the journey breaks down. It aligns teams, surfaces the priority friction points and directs investment towards what truly drives loyalty.

For leaders who see customers leaving without understanding where, for CX and marketing directors who have data but lack a shared visual view, and for digital directors whose channels keep multiplying without a consistent experience.

In four steps: precise scoping (scope, segments, objectives), detailed analysis (qualitative and quantitative, customer interviews by video), visual mapping (shareable map, moments of truth, pain points), then prioritisation and a co-build readout workshop. Total duration: 3 to 6 weeks.

Between 3 and 6 weeks depending on the number of journeys and segments to map. That timeline covers scoping, interviews, analysis, producing the map and the readout workshop.

A visual, shareable journey map, the moments of truth prioritised by impact, a qualitative and quantitative analysis (verbatims, NPS/CSAT, CRM data cross-referenced), prioritised recommendations by effort and impact, and a half-day readout workshop to co-build the roadmap.

Yes. The mapping leads to a prioritised roadmap we can help you execute, through a transformation engagement or ongoing governance support. The readout workshop is designed to make your teams self-sufficient on the first actions.

From €9,000 excl. VAT. The upper range applies to multi-journey or multi-segment mapping. A precise quote is drawn up after an initial scoping conversation.

A survey measures an overall feeling at a point in time. The map reconstructs the complete journey, stage by stage, cross-referencing the voice of the customer, the data and the interviews — to explain where and why the experience deteriorates, and what to do first.

Any sector where the customer relationship matters and plays out across several channels: banking, insurance, healthcare, retail, B2B SaaS, services. The method adapts to your context — B2B, B2C or B2B2C — in France and internationally.