Customer Journey Mapping Statistics 2024 - Everything You Need to Know

Are you looking to add Customer Journey Mapping to your arsenal of tools? Maybe for your business or personal use only, whatever it is – it’s always a good idea to know more about the most important Customer Journey Mapping statistics of 2024.

My team and I scanned the entire web and collected all the most useful Customer Journey Mapping stats on this page. You don’t need to check any other resource on the web for any Customer Journey Mapping statistics. All are here only 🙂

How much of an impact will Customer Journey Mapping have on your day-to-day? or the day-to-day of your business? Should you invest in Customer Journey Mapping? We will answer all your Customer Journey Mapping related questions here.

Please read the page carefully and don’t miss any word. 🙂

On this page, you’ll learn about the following:

Best Customer Journey Mapping Statistics

Best Customer Journey Mapping Statistics

☰ Use “CTRL+F” to quickly find statistics. There are total 190 Customer Journey Mapping Statistics on this page 🙂

Customer Journey Mapping Usage Statistics

According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. ^[0]
( 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. ^[1]
52% of all internet traffic now comes from mobile, with desktop usage on a trending decline. ^[1]

Customer Journey Mapping Market Statistics

The CX Management market in the US reached 49%of consumers have left a brand in the past year due to poor customer experience. ^[2]
83%of executives feel that unimproved CX presents them with considerable revenue and market share risks. ^[2]
By 2024,25%of organizations expect they will integrate marketing, sales, and customer experience into a single function. ^[2]
52% of marketers adapt their strategies and tactics based on customer interactions and feedback. ^[3]
75% of marketers say they will be responsible for the endto end experience over the customer’s lifetime. ^[3]
62% of marketing leaders said use of online customer data at their firms increased in the last two years, and 70% said they expect to use more online data in the next two years. ^[3]
If you don’t feel up to reading that article, consider these two statistics Customer journey mapping results in a54% greater returnon marketing. ^[4]

Customer Journey Mapping Software Statistics

Worldwide artificial intelligence software revenue is forecast to total$62.5Bin 2024, an increase of 21.3% from 2021. ^[2]

Customer Journey Mapping Adoption Statistics

all brands report AI adoption in at least one function, up from 50% in 2020. ^[2]
And 7!% of survey respondents expect brands to already offer support over messaging, The adoption of chatbots to improve the customer experience is worthwhile. ^[5]

Customer Journey Mapping Latest Statistics

In fact, 86% of buyers are willing to pay more for a great customer experience. ^[0]
For example, c ustomers are willing to pay a price premium of up to 13% (and as high as 18%). ^[0]
49% of buyers have made impulse purchases. ^[0]
It’s because of these extremes why 88% of companies now prioritize customer experience in their contact centers. ^[0]
In fact, more than two thirds of companies now compete primarily on the basis of customer experience – up from only 36% in 2010!. ^[0]
In fact, our own research found that only 44% will increase the investment in their CX initiatives. ^[0]
In fact, in their 2020 report, PWC found that the number of companies investing in the omni channel experience has jumped from 20% to more than 80%. ^[0]
Adding to this, Adobe recently found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YO Y growth, a 10% increase in average order value and a 25% increase in close rates. ^[0]
For example, 57% of customers won’t recommend a business with a poorly designed website on mobile. ^[0]
And if a website isn’t mobile friendly, 50% of customers will stop visiting it, even if they like the business. ^[0]
So it comes as no surprise why 84% of companies who claim to be customer centric are now focusing on the mobile customer experience. ^[0]
However, for companies that aren’t, they’ve been slow to adapt to this trend – especially when it comes to customer support – as an overwhelming 90% of customers report having a poor experience when seeking customer support on mobile devices. ^[0]
According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. ^[0]
On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. ^[0]
In their future of CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. ^[0]
Today, 67% of customers prefer self service over speaking to a company representative. ^[0]
Furthermore, 91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[0]
In 2019, 25% of all customer interactions were automated through AI and machine learning. ^[0]
With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2024. ^[0]
86%of professionals engaged in, or leading, CX expect to compete based on CX. ^[2]
87%of senior business leaders in the US and UK see CX as their top growth engine but only 1 in 3 feel prepared to address it. ^[2]
reached$2.9Bin 2021 and is expected to grow 15.3% every year from 2024 to 2030. ^[2]
86%of consumers would leave a brand after as few as two poor experiences. ^[2]
65%of all consumers find a positive experience with a brand to be more influential than great advertising. ^[2]
74%of consumers are at least somewhat likely to buy based on experiences alone. ^[2]
68%of US consumers currently use, or would like to use, social media to engage with brands to ask questions before making a purchase, while 59% of consumers expect to do so to get post. ^[2]
61%of consumers will pay at least 5% more if they know they’ll get a good customer experience. ^[2]
56%of consumers feel that the quality of the customer service they receive has a higher impact on how positively they view a brand than any other criteria. ^[2]
66%of consumers say they will share personal data about themselves if they think it will elevate their customer experience. ^[2]
CX drives 85%of brands believe they offer personalized customer experience but only 60% of consumers agree. ^[2]
60%of consumers report that they will become repeat buyers after a personalized purchasing experience. ^[2]
91%of consumers say they are more likely to shop with brands that provide offers and recommendations that are relevant to them. ^[2]
62%of consumers don’t feel like they get excellent customer service on social media when making a purchase. ^[2]
Customers are2.4 times more likelyto stick with a brand when their problems are solved quickly. ^[2]
52%of consumers expect a response from a brand within one hour. ^[2]
However, 39% report having to wait more than two hours for a reply. ^[2]
65%of respondents would become long term customers of a brand if they can provide positive experiences throughout the customer journey. ^[2]
42%of consumers say a seamless experience across all devices and channels is a top expectation while only 11% of decision makers see seamless, omnichannel experiences as the most important factor when delivering quality experiences. ^[2]
52%of all worldwide website traffic is on mobile devices. ^[2]
They are expected to increase 15% annually and reachover $700Bby 2025. ^[2]
Retail mobile commerce sales in the US reached 75%of customers find it important for brands to offer them a fully self service customer care option to answer their questions. ^[2]
More than 60%of consumers look for self service first, instead of contacting a live agent. ^[2]
2040%of live volume could easily be handled with existing self service tools, according to customer service leaders. ^[2]
Enterprises continue to demonstrate a strong interest in AI, with 46%of consumers will abandon a brand if employees are not knowledgeable. ^[2]
71%of customers expect customer service agents already to have information regarding their previous interactions with the brand. ^[2]
By 2024, Over 90%of enterprises now employ a CCO, CXO, or executives with similar responsibilities. ^[2]
It is present in 97% of all the journey maps created in UXPressia. ^[6]
The Process layer is present in 79% of UXPressia journey maps. ^[6]
The Touchpoint layer is used in 53% of UXPressia journey maps. ^[6]
It’s present in 85% of UXPressia journeys maps. ^[6]
The Problems and Ideas & Opportunities sections are almost equally distributed among journey maps with 78 and 79 percent respectively. ^[6]
Proving The Value of Customer Experience For Your Business Companies with a customer experience mindset drive revenue 4 8% higher than the rest of their industries. ^[3]
Two thirds of companies compete on customer experience, up from just 36% in 2010 Companies that lead in customer experience outperform laggards by nearly 80% 84% of companies that work to improve their customer experience report an increase in their revenue. ^[3]
73% of companies with above average customer experience perform better financially than their competitors. ^[3]
96% of customers say customer service is important in their choice of loyalty to a brand. ^[3]
83% of companies that believe it’s important to make customers happy also experience growing revenue. ^[3]
73% of consumers say a good experience is key in influencing their brand loyalties. ^[3]
77% of consumers say inefficient customer experiences detract from their quality of life. ^[3]
Customer centric companies are 60% more profitable than companies that don’t focus on customers. ^[3]
a total of $1.6 trillion Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company. ^[3]
American consumers will pay 17% more to purchase from a company with a reputation for great service. ^[3]
Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average Companies with engaged employees outperform the competition by 147% 81% of companies view customer experience as a competitive differentiator. ^[3]
68% of customers say the service representative is key to a positive service experience. ^[3]
64% of companies with a customer focused CEO believe they are more profitable than their competitors. ^[3]
63% of CEOS want to rally organizations around customers as the top investment priority. ^[3]
90% of CEOs believe the customer has the greatest impact on their business. ^[3]
22% of Fortune 100 companies have a C level customer officer, compared to 10% of Fortune 500 and 6% of Fortune. ^[3]
1000 90% of CEOs believe customers have the biggest impact on company strategies. ^[3]
75% of customer experience management executives gave customer experience a top score for being incredibly important to business. ^[3]
59% of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies without a customer focused CEO reporting growth. ^[3]
39% of CEOs say customer experience is the most effective method of creating a competitive advantage, which was the most common answer. ^[3]
90% of global executives who use data analytics report that they improved their ability to deliver a great customer experience. ^[3]
77% of consumers view brands more favorably if they seek out and apply customer feedback. ^[3]
69% of U.S. consumers shop more with brands that offer consistent experiences in store and online. ^[3]
Companies that use tools like customer journey maps reduce their cost of service by 15 20% Companies that have embraced digital transformation are 26% more profitable than their peers. ^[3]
Offering a high quality customer experience can lower the cost of serving customers by up to 33% 71% of the companies say the cloud has influenced the customer experience. ^[3]
65% of companies say improving their data analysis is very important to delivering a better customer experience. ^[3]
Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. ^[3]
70% of Americans have spent more money to do business with a company that offers great service. ^[3]
Companies that provide an emotional connection with customers outperform the sales growth of their competitors by 85% 2% increase in customer retention is the same to profits as cutting costs by 10%. ^[3]
87% of customers who say they had a great experience will make another purchase from the company, compared to 18% of customers who had a very poor experience. ^[3]
80% of customers say they are more likely to do business with a company if it offers personalized experiences. ^[3]
66% of customers expect companies to understand their needs. ^[5]
Customer centric companies are 60% more profitable than companies that aren’t. ^[5]
Salesforce surveyed over 6,000 consumers and found that 66% of them expected companies to understand their needs and expectations. ^[5]
In addition, 82% of survey respondents expect retailers to be able to accommodate their preferences and meet their expectations. ^[5]
Research shows that one in four customers are willing to pay up to 10% more in almost every industry if they know they’ll receive excellent customer service. ^[5]
A report conducted by Indeed revealed that, of the 1,073 business leaders surveyed, the majority agreed that prioritizing employee happiness provides a competitive advantage (87%) and makes it easier to retain top talent (96%). ^[5]
But while three quarters of executives surveyed report employee expectations around happiness in the workplace have risen in the last five years, 19% of companies have made it a strategic priority. ^[5]
Considering that 48% of customers already feel comfortable with interactions managed by bots, 71% of customers say they would be happy to use a bot if it improved the customer experience,. ^[5]
70% of consumers say that they’re highly likely to purchase exclusively from brands that understand them and their needs, so practicing personalization will pay off for your business. ^[5]
In fact, 76% of businesses report increasing their investments in offering multiple channels for customer service. ^[5]
79% of customers that think businesses can’t protect their information say that it’s because they don’t understand what they’re asked to consent to. ^[5]
63% of survey respondents said they would feel better about a brand if they knew how their information was being used. ^[5]
71% of customers would leave a company if it shared their data without permission. ^[5]
They make up 20% of your customer base but drive 80% of your business. ^[5]
Existing customers are also 50% more likely to try a new product and spend 31% more than new customers. ^[5]
68% of loyal customers will join a loyalty program if offered, so it’s worth considering for your business. ^[5]
When asked to select what was most important for a successful journey mapping initiative, over 60% said it was important to involve broad, cross. ^[7]
This was followed by the setup/onboarding journey (54%). ^[7]
Only 14% of practitioners and 12% of vendors reported using mapping. ^[7]
But what you probably don’t realize is that even knowing these things won’t prepare you for this a staggering 98 percent of all consumers never make a purchase after just one visit. ^[8]
What’s more daunting is that even when visiting a brand’s website or mobile app with the intent of purchasing, 32 percent of consumers rarely or never make a purchase. ^[8]
A study found that 30 percent of respondents identified UX and customer journey analytics as the biggest challenge to their organization — higher than any other category. ^[8]
For example, the Last Interaction model in Analytics assigns 100% credit to the final touchpoints that immediately precede sales or conversions. ^[8]
In contrast, the First Interaction model assigns 100% credit to touchpoints that initiate conversion paths. ^[8]
Small groups of two were selected instead of individual interviews because, according to many authors, the interaction and discussion between group members tends to generate richer information compared with the sum of individual input. ^[9]
Note66% of smartphone users turn to their smartphones to learn more about something they saw in TV commercial. ^[10]
Notesearches related to “how to” on youtube are growing 70% yearover. ^[10]
Note82% of smartphone users consult their phone while in a store. ^[10]
Gartnerhas found that89%of companies plan to compete mostly on the basis of customer experience in 2016. ^[10]
67%of the buyer’s journey is now done digitally. ^[10]
According to Ciceron,90%of consumers say their buying decisions are influenced by online reviews. ^[10]
89%of consumers use search engines for information before making a purchase. ^[10]
90%of smartphone users use their phone for pre shopping activities such as find location/adress, find hours, make price comparisons, find promo offers, find a specific product, find product information, find product availability, find product reviews. ^[10]
According tosprinkl, by 2020, the customer will manage85%of its relationship with a brand without interacting with a human. ^[10]
91%of organizations said they aspire to be among the customer experience leaders in their industry. ^[10]
While73%of companies with the most positive CX impact understand the link between customer experience and business results, only35%of companies with the least positive CX impact claim the same. ^[10]
63%of customer experience decision makers think the importance of the customer experience has risen. ^[10]
95%of companies fail to exceed the expectations of their customers. ^[10]
By 2017, it’s expected that50%of consumer product investments will be redirected to customer experience innovations. ^[10]
88 percentsay their growth depends on personalizing the customer experience, but lack the resources and expertise to design an improved digital customer journey. ^[10]
Organizations that have and use customer journey maps are twice as likely to outperform competitors than those that don’t, according to the 2019 Gartner Customer Experience Management Survey. ^[11]
Step #5 Recommendations for changePrioritize which touchpoints should be addressed first according to the risk and returns at stake. ^[12]
“We changed one thing in the journey and the sign up rate went up by 80 per cent,” says Macfarlane. ^[12]
47% of companies say data and analytics is a top investment priority. ^[1]
( 38% of companies believe digital customer experience is a top focus for business growth. ^[1]
38% of companies believe digital customer experience is a top focus for business growth. ^[1]
( 33% of companies stated that customer loyalty and retention is a company and industry priority. ^[1]
33% of companies stated that customer loyalty and retention is a company and industry priority. ^[1]
( 19% of companies believe employee experience should be a key effort, however 41% of industry leaders believe it should be a priority. ^[1]
19% of companies believe employee experience should be a key effort, however 41% of industry leaders believe it should be a priority. ^[1]
( 38% of companies struggle with building a customer first culture and 45% say they struggle with integrating quality CX into their company culture and processes. ^[1]
38% of companies struggle with building a customer first culture and 45% say they struggle with integrating quality CX into their company culture and processes. ^[1]
( Demonstrating ROI on customer experience investments is another top challenge among 45% of companies. ^[1]
Demonstrating ROI on customer experience investments is another top challenge among 45% of companies. ^[1]
( 31% haven’t figured out how to remove the silos in their customer experience and still have incomplete customer profiles and disconnected customer experiences. ^[1]
31% haven’t figured out how to remove the silos in their customer experience and still have incomplete customer profiles and disconnected customer experiences. ^[1]
( Although we know CX is an essential priority, there are still 30% of companies that have competing priorities and can’t focus efforts on customer experience. ^[1]
Although we know CX is an essential priority, there are still 30% of companies that have competing priorities and can’t focus efforts on customer experience. ^[1]
( 38% of respondents said that customer feedback insights never make it back to the relevant business units and 34% said it hardly happens. ^[1]
Only 1% said customer feedback always makes it back to the proper teams. ^[1]
38% of respondents said that customer feedback insights never make it back to the relevant business units and 34% said it hardly happens. ^[1]
( 86% of customers are willing to pay more for a better customer experience. ^[1]
86% of customers are willing to pay more for a better customer experience. ^[1]
( 60% of all consumers said they’d stop doing business with a brand if the service they received was not friendly. ^[1]
60% of all consumers said they’d stop doing business with a brand if the service they received was not friendly. ^[1]
( Increasing customer retention rates by 5% increases profits by 25% to 95%. ^[1]
Increasing customer retention rates by 5% increases profits by 25% to 95%. ^[1]
( 52% of consumers have switched providers in the past year due to poor customer service (banks, retailers, and cable and satellite television providers being the worst offenders). ^[1]
52% of consumers have switched providers in the past year due to poor customer service. ^[1]
( About 45% of consumers say they are even willing to pay a higher price for goods and services if it ensures a better level of service. ^[1]
About 45% of consumers say they are even willing to pay a higher price for goods and services if it ensures a better level of service. ^[1]
( Once a provider loses a customer, 68% of consumers will not go back and 83% report that if companies could provide customers with better live or in person customer service, it would have impacted their decision to switch providers. ^[1]
Once a provider loses a customer, 68% of consumers will not go back and 83% report that if companies could provide customers with better live or in person customer service, it would have impacted their decision to switch providers. ^[1]
( 43% of all consumers would pay more for greater convenience; 42% would pay more for a friendly, welcoming experience. ^[1]
And, among U.S. customers, 65% find a positive experience with a brand to be more influential than great advertising. ^[1]
43% of all consumers would pay more for greater convenience; 42% would pay more for a friendly, welcoming experience. ^[1]
( 21% of Millennials are willing to spend more for great care, followed by men at 19%. ^[1]
21% of Millennials are willing to spend more for great care, followed by men at 19%. ^[1]
( 84% of customer centric companies are now focusing on the mobile customer experience. ^[1]
84% of customer centric companies are now focusing on the mobile customer experience. ^[1]
( Of the common complaints regarding mobile customer experience, 90% of users report incorrect display or navigation difficulties being their primary frustration. ^[1]
Of the common complaints regarding mobile customer experience, 90% of users report incorrect display or navigation difficulties being their primary frustration. ^[1]
( 75% of customers state that search results on mobile are not helpful. ^[1]
75% of customers state that search results on mobile are not helpful. ^[1]
( If your company has a poorly designed mobile experience, 57% of customers wouldn’t recommend you to their colleagues, and 50% of them will stop visiting it, even if they enjoy your products. ^[1]
If your company has a poorly designed mobile experience, 57% of customers wouldn’t recommend you to their colleagues, and 50% of them will stop visiting it, even if they enjoy your products. ^[1]
( More than half of all internet traffic comes from mobile, but 90% of customers report that they have a bad experience if they try to engage a company’s customer experience team over mobile devices. ^[1]
More than half of all internet traffic comes from mobile, but 90% of customers report that they have a bad experience if they try to engage a company’s customer experience team over mobile devices. ^[1]
( 67% of customers prefer self service over speaking to customer service representatives. ^[1]
67% of customers prefer self service over speaking to customer service representatives. ^[1]
( 91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[1]
91% of customers would use an online knowledge base, if it were available and tailored to their needs. ^[1]
The main challenge, indicated by 39.9 percent of the respondents, appeared to be the lack of inter. ^[13]
Agent capability followed, with almost 39 percent of the respondents. ^[13]
Available to download in PNG, PDF, XLS format 33% off until Jun 30th. ^[13]

I know you want to use Customer Journey Mapping Software, thus we made this list of best Customer Journey Mapping Software. We also wrote about how to learn Customer Journey Mapping Software and how to install Customer Journey Mapping Software. Recently we wrote how to uninstall Customer Journey Mapping Software for newbie users. Don’t forgot to check latest Customer Journey Mapping statistics of 2024.

Reference

superoffice – https://www.superoffice.com/blog/customer-experience-statistics/.
inceptresults – https://www.inceptresults.com/blog/customer-experience-statistics-you-need-to-know.
emplifi – https://emplifi.io/resources/blog/customer-experience-statistics.
forbes – https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/.
boldist – https://boldist.co/usability/create-a-customer-journey-map/.
hubspot – https://blog.hubspot.com/service/customer-experience-trends.
uxpressia – https://uxpressia.com/blog/top-customer-journey-layers-statistics.
heartofthecustomer – https://heartofthecustomer.com/half-journeys-maps-fail-drive-change-dont-statistic/.
medium – https://medium.com/swlh/customer-journey-analytics-going-beyond-session-or-user-based-statistics-d312b0d70b81.
sagepub – https://journals.sagepub.com/doi/10.1177/0361198118823196.
apiumhub – https://apiumhub.com/tech-blog-barcelona/digital-customer-journey/.
gartner – https://www.gartner.com/en/marketing/insights/articles/3-steps-to-creating-customer-journey-maps-people-will-use.
cxnetwork – https://www.cxnetwork.com/cx-experience/articles/what-is-customer-journey-mapping.
statista – https://www.statista.com/statistics/1197113/main-challenges-in-tracking-customer-journey-for-cx-in-the-us/.

How Useful is Customer Journey Mapping

One of the key benefits of customer journey mapping is that it helps businesses align their internal processes with the needs and expectations of their customers. By documenting every touchpoint along the way, companies can gain valuable insights into the customer’s perspective and identify areas where they can make improvements. This can lead to more personalized and seamless experiences that ultimately drive customer satisfaction and loyalty.

Customer journey mapping also enables companies to take a more holistic approach to customer experience. Instead of viewing interactions in isolation, businesses can see the bigger picture and understand how different touchpoints are interconnected. This can help companies identify gaps in their current customer journey and create a more cohesive and consistent experience across all channels.

Furthermore, customer journey mapping can help businesses identify opportunities for innovation and differentiation. By understanding how customers currently interact with their brand, companies can find unique ways to stand out from the competition and create more memorable experiences. This can lead to increased customer loyalty and advocacy, as well as attract new customers who are drawn to the brand’s commitment to customer satisfaction.

In addition, customer journey mapping can also enable companies to track and measure the impact of their efforts. By creating a visual representation of the customer journey, businesses can establish Key Performance Indicators (KPIs) to monitor progress and identify areas for improvement. This data-driven approach can help companies make informed decisions about where to focus their resources and investments for maximum impact.

While customer journey mapping can be a valuable tool for businesses, it is important to remember that it is not a one-time exercise. Customer expectations and behaviors are constantly evolving, which means that companies must continuously review and update their customer journey maps to ensure they remain relevant and effective. This ongoing commitment to understanding the customer journey is crucial for businesses looking to stay competitive in today’s fast-paced and dynamic marketplace.

In conclusion, customer journey mapping is a useful tool for businesses seeking to enhance the experiences of their customers. By visualizing the customer journey, companies can identify pain points, align internal processes, create more cohesive experiences, drive innovation, and track progress over time. While customer journey mapping is not a one-size-fits-all solution, when done effectively, it can lead to improved customer satisfaction, loyalty, and ultimately, business success.

In Conclusion

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Customer Journey Mapping Statistics 2024 – Everything You Need to Know