Customer Experience Strategy
Customer Journey Mapping Services
Map every touchpoint your customer actually takes, not just the ones you assume they do. An on-site workshop with your cross-functional team, informed by real customer feedback and mystery-shop data. Facilitated by a regional CX Specialist who knows your sector.
The gap
Is the journey on your whiteboard the one your customers actually take?
Most businesses already have a sense of what their customer journey looks like. The version their customers actually experience is often a different story.
The journey on paper
The journey customers actually feel
The gaps nobody owns
The basics
What is customer journey mapping?
Customer journey mapping is a visual representation of every step a customer takes when interacting with your business. It captures the touchpoints they pass through, the emotions they feel at each stage, and the friction points where they get stuck or drop out.
At insight6, journey mapping is delivered as a facilitated workshop with your cross-functional team. We bring customer feedback and mystery-shop data into the room, so the friction points you map are grounded in what your customers actually experience. The output is a prioritised set of interventions with owners, timings, and measurement built in.
- Facilitated workshop with your cross-functional team
- Grounded in customer feedback and mystery-shop data
- Action plan with clear next steps
Sample journey map output 5 stages, emotional curve, friction flags
Awareness
Search, social, recommendation
Consideration
Website, reviews, comparison
Purchase
Checkout, in-store, decision
Post-Purchase
Onboarding, support, follow-up
Advocacy
Reviews, referrals, repeat
Why insight6
Six reasons UK businesses choose insight6 for customer journey mapping
A clear action plan, not a wall poster
Surface the problems your team has been blind to
Cross-functional, by design
Real differences, real personas
Independent facilitation that keeps the room honest
Sector experience that already understands your world
“Every customer journey mapping session I have facilitated results in at least one person in the first 20 minutes having a lightbulb moment…”
How customer journey mapping works at insight6
Pre-workshop discovery
Customer journey mapping workshop
Map + plan
What does a customer journey mapping workshop cost?
Every customer journey mapping engagement is scoped to your sector, the number of journeys you want mapped, and whether persona development is included. Pricing follows the same logic. A short call with your local CX Specialist is the quickest way to get a tailored quote.
Customer journey mapping case studies
A few of the CX training programmes our regional specialists have delivered for UK organisations.
Leisure & TourismHertfordshire Zoo
A better journey: numbers up 61%, memberships up 820%.
Read the full case study →
Higher EducationBedford College
Customer satisfaction scores rose from 75% to 95%.
Read the full case study →
Higher EducationKeele University: Increasing Overseas Student Applications
eedback created two new tailored open-day journeys.
Read the full case study →Sector expertise
Customer Journey Mapping built around your sector
Whether you’re mapping a retail customer journey, a patient journey, an applicant journey, or a B2B buying journey, your regional CX Specialist starts from a place that already understands your business. Our workshops are shaped around how your customers actually move through your sector.
Don’t see your sector? We’ve worked across many UK industries.
Compare
How insight6 customer service training compares
| Internal journey mapping | insight6 journey mapping | |
|---|---|---|
| Whose journey gets mapped | The journey your team expects customers to take | The journey customers actually take, evidenced |
| Data input | What your team knows and remembers | What your team contributes plus customer feedback brought into the workshop |
| Facilitation | Led by someone inside the team, working with the assumptions already in the room | An independent CX Specialist facilitates, challenges assumptions and keeps the focus on the customer |
| Outputs | A journey map | A journey map plus a prioritised set of actions, with owners and timings |
| Sector benchmarking | Not typically included | Available through your specialist’s sector experience |
| Repeat measurement | Only happens when time allows | Measurement can be built in to track behaviour change |
| Persona development | Optional, depends on time | Built into the workshop format |
Local expertise
Find your local CX Specialist
A nationwide team of CX Specialists across the UK and Ireland. Each one delivers training
in the sectors and standards in their patch.
Frequently asked questions
What is a customer journey map?
How is journey mapping different from a sales funnel?
How long does a mapping engagement take?
Do you run workshops or do it for us?
What data do you use in the workshop?
How does this work alongside our CRM and existing CX tools?
Do you cover B2B as well as B2C journeys?
What deliverables do we get at the end?
Next step
Ready to find the gaps in your customer journey?
Tell us a little about your business and your local CX Specialist will aim to be in touch within one working day to scope a journey mapping workshop that fits your sector, channels and team.
