Customer Journey Mapping Factsheet


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

Customer Journey Mapping

The journeys on which your customers’ travel when engaging your organization often vary significantly, are rarely linear, and can be downright complex. Understanding those customer journeys is an extremely important part of any Customer Experience (CX) strategy. Journey maps serve as a diagnostic tool. They are an objective view of the experience your company is currently delivering to your customers. The primary purpose of the Customer Journey Map (CJM) is to discover what customers truly value in working with you—not just what
they complain about!

Confirmit’s Approach to CJM

Confirmit’s CJM was developed for use by Confirmit clients who are either setting up a new Voice of the Customer (VoC) program or those seeking to refresh an existing VoC program by centering it on key moments that matter to the customer.