Customer Journey Mapping

Customer Journey Mapping reveals what your customers truly experience. We work with your team to explore every touchpoint, uncover gaps, and streamline the journey—boosting efficiency and delivering exceptional service at every stage. It’s a powerful way to align your business around what matters most: your customers.

What is Customer Journey Mapping?

Customer Journey Mapping is a strategic process that visualises the steps a customer takes when interacting with your business. It highlights key touchpoints, emotions, and potential pain points, enabling you to optimise each phase for a seamless customer experience

Customer journey mapping - Customers viewing a business on a mobile device.

6 reasons why Journey Mapping will help your business

Our regional Customer Experience specialists are highly skilled mapping facilitators.

The team will tailor the mapping session to match your culture and business need. Their techniques are tried and tested.

The team has a fantastic levels of experience in a number of different sectors, so they can empathise with your business.

The specialists will be able to guide you and members of your team to improve yourself and the work you do.

We can work with you to set ambitious, but achievable goals, and to help you transform your team.

We seek feedback from your team on every session so you have the peace of mind that we deliver a quality experience.

Customer Journey Mapping Expertise Across All Sectors

Whatever your industry, our support is tailored to your customer journey.

Our experienced team has partnered with organisations across sectors such as retail, healthcare, hospitality, education, and legal services. We understand the unique challenges each industry faces and use customer journey mapping to uncover key insights, improve experiences, and drive long-term growth.

See How We Help Your Industry

What Our Clients Say About Customer Journey Mapping

“insight6 are a highly professional and approachable company, whose eye for detail in business is outstanding. The journey we have taken with them has been very rewarding to our business as well as too many individuals in so many areas. In my opinion any business that wants to make a step change in performance should take the opportunity to work with this company and see the results they can achieve. I would not hesitate to recommend insight6 to any company.”

This is just one example of how our customer journey mapping solutions deliver clear, measurable improvements across a range of sectors.

Frequently Asked Questions for Customer Journey Mapping

What is Customer Journey Mapping?

Customer Journey Mapping is a visual representation of every interaction a customer has with your business. It helps identify pain points, improve touchpoints, and enhance the overall customer experience.

Why is Customer Journey Mapping important for my business?

Understanding your customer’s journey helps you make informed decisions to improve satisfaction, reduce churn, and increase loyalty. It’s essential for delivering a consistent and positive customer experience.

How long does a Customer Journey Mapping process take?

The timeline varies depending on the complexity of your business. On average, it can take a few weeks to fully research, design, and implement a journey map tailored to your needs.

What makes insight6’s approach to Customer Journey Mapping unique?

Our national network of CX specialists brings local knowledge and sector-specific expertise. We work with you directly to build actionable journey maps that lead to measurable improvements.

Do you offer Customer Journey Mapping for specific industries?

Yes. We work with a wide range of industries, including retail, hospitality, legal, healthcare, and education. Each journey map is customised to reflect the challenges and opportunities of your sector.

What happens after the journey map is created?

We don’t stop at delivery. Our team supports you with strategy, coaching, and implementation to ensure changes are embedded and outcomes are realised.

Find Your Local CX Specialist

With customer journey mapping experts located across the UK and Ireland, we provide tailored support shaped by local insight. Every customer journey is unique — and so is every region. That’s why our specialists work closely with you to map and optimise the experiences that matter most to your business and your customers.

Meet Your Local Specialist

Ready to Enhance Your Customer Experience?

Contact us today to learn how our Customer Journey Mapping services can transform your customer interactions and drive business growth.