CX Mapping (Defining)

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Customer Experience Journey Mapping

Accenture, Bain & Co., Boston Consulting Group, Cisco Systems Consulting, Deloitte, Gartner, IBM, Infosys, KPMG, L.E.K. Consulting, PwC Consulting, Roland Berger, and Strategy& are companies from 'The Top 25 Consulting Firms' that offer customer experience journey mapping.

Accenture

  • Accenture offers implementation and integration of omni-channel data sources "for a holistic view of the customer journey." This helps identify customers and improves marketing performance.
  • Information regarding this service can be accessed here.

Bain & Co.

  • Bain & Co. provides a detailed view of a customer’s journey. It helps its clients identify, prioritize, and reinvent customer episodes.
  • Information regarding this service can be accessed here.

Boston Consulting Group

  • Boston Consulting Group (BCG) addresses customers' major pain points. It offers a "unique approach to the end-to-end digital journey."
  • Information regarding this service can be accessed here.

Cisco Systems Consulting

  • Cisco offers the Cisco Customer Journey Analyzer that allows users to have a complete view of their customers’ journeys in real time and historically. It provides insights into every stage of the customer's journey.
  • Information regarding this service can be accessed here.

Deloitte

  • Deloitte, through its CX management services, helps its clients to identify customers' journey touchpoints as well as measuring customers' sentiment and emotion.
  • Information regarding this service can be accessed here.

Gartner

  • Gartner helps its clients prepare for, create, and apply customer journey maps.
  • Information regarding this service can be accessed here.

IBM

  • IBM offers its Watson Customer Experience Analytics, which helps users visualize and rank customer journeys and provides clarity into end-to-end customer journeys.
  • Information regarding this service can be accessed here.

Infosys

  • Infosys offers customer journey management, through which clients are able to create applications to enhance the customer journey experience. It also allows users to "leverage data to identify engagement opportunities at every stage of the customer journey."
  • Information regarding this service can be accessed here.

KPMG

  • KPMG provides a journey mapping tool that captures customers' experiences with across different touchpoints. It helps companies to change customer behavior in order to meet their objectives.
  • Information regarding this service can be accessed here.

L.E.K. Consulting

  • L.E.K.'s customer experience service helps companies map out their customers’ journeys and needs as well as evaluate the user experience across channels.
  • Information regarding this service can be accessed here.

PwC Consulting

  • PwC offers a customer experience service through which it helps its clients to map their customer journey, identify touchpoints, and design and implement an effective customer experience.
  • Information regarding this service can be accessed here.

Roland Berger

  • Roland Berger helps its clients to ensure each touchpoint in the customer's journey is effective by helping them design their customer journeys and identify critical touchpoints.
  • Information regarding this service can be accessed here.

Strategy&

  • Strategy& provides a customer strategy service in which it helps its clients develop customer journey maps, evaluate their overall customer landscape, and determine which segments are more important.
  • Information regarding this service can be accessed here.

Research Strategy:

To identify which companies from 'The Top 25 Consulting Firms' offer customer experience journey mapping as a discipline, we analyzed each company's website through all services and products to verify if they indeed provide this discipline. After this research, we were able to corroborate that 13 out of the 25 firms offer this service.
Sources
Sources