Customer Journey Maps Introduction

Learn about the customer journey map notation, which was introduced in 2017.

Customer journey maps (CJMs) provide customer-centered entry points to your business process landscape. CJMs are high-level intuitively readable diagrams that focus on the customer experience instead of internal processes. They help you understand how your customers perceive your products and services in the context of their everyday lives and how their key decisions, which for example lead to a purchase or churn, are motivated.