Guideline Customer Journey Mapping

For all beginners: Start Customer Journey Mapping with our practical tips

In this playbook you will find everything you need to get started with Customer Journey Mapping:

  1. Customer Experience Management (CEM) – Background
  2. Customer Journey Mapping – The Methodology
  3. Personas: Who is our customer?
  4. Channels, Phases and Departments: The stages of the customer journey
  5. Micro Moments: What do our customers want?
  6. Touchpoints: What does our customer experience?
  7. Performance from the customer’s point of view: What does our customer feel?
  8. Customer Journey Mapping Workshops (preparation & execution)
  9. Sharing and communicating customer journey maps
  10. From Journey Map to holistic CX

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Customer Journey Mapping

Collaborate across teams to create customer journeys

Customer Journey Management

Merge your journey maps with a framework designed for your company

Customer Journey Analytics

Connect data sources with your customer journeys and touchpoints

Customer Journey Orchestration

Distribute relevant insights and trigger actions – continuously and automatically


How AI is changing Journey Management


cxomni Journey Mapping Framework

Your toolbox for a standardized CX/UX taxonomy

cxomni Journey Analytics

Connect all data sources at Touchpoints and Customer Journeys

cxomni Actions Manager

Orchestrate insights on requirements and recommendations for action


Introduction of a holistic Journey Management Framework


cxomni Blog

Everything you need to know about Customer Journey Management and Customer Experience

CX Expert Webinare & Events

Learn more about our upcoming events, webcasts and webinars

Best Practice Downloads

Informative guides, whitepapers and case studies to download

CX Expert Webcast

Major trends for Journey Managers in 2024


Why cxomni?

cxomni was founded as a start-up in Munich and is a thought leader for Customer Journey Management

Jobs & Career

Become part of a dynamic start-up

Information Security & Data Protection

Information security & data protection are key elements of cxomni platform

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