Journey Mapping

How well do you know your customer?

56% of people have stopped doing business with a company because of one poor experience. Knowing your customer’s journey is imperative to keeping long-term, happy customers. This can be solved through Customer Journey Mapping.

The importance of customer empathy

People will forget what you said or did but they will never forget how you made them feel. If you learn to feel what they feel, it becomes possible to create frictionless processes and generate strong customer experiences.

JM blog post

What is Journey Mapping

A customer journey map is a visual representation of the customer journey. It helps you tell the story of your customers’ experiences with your brand across all touchpoints.

Advantages of Journey Mapping

The biggest benefit is simply understanding your customers more. The better you understand their expectations, the more you can tailor the customer experience to their needs.

Delivering Quality CX Drives Value

Delivering positive, memorable customer experience (CX) requires a comprehensive understanding of every interaction, intent, outcome and emotion. Customers are human. They react to the environment around them, and they create individual and collective memories to store those perceptions. The harder the experience, the more frustrated they become.
Our solution eliminates this problem by including practitioners that know how to use the tool, and how to put results in context.

73%     Of consumers cite CX as a key factor in buying decisions

32%     Of all customers would stop doing business with a brand they loved after one bad experience

77%     Of consumers feel inefficient customer service experiences detract from their quality




OMNILEGION’s new approach focuses on understanding and respecting the needs of the customer and providing them with an experience that exceeds their expectations. As your partner, we’ll accomplish this through aproprietary Journey Analytics approach.

Our Process

Discuss Current State

Define Problem

Evaluate and Document

Present Findings

Experts in contact center and unified communications

Our expertise across customer experience and workforce teams can give you the comfort we will help you identify the optimal solution for your organization. Failure is not an option.