{"id":1449,"date":"2022-03-16T15:38:16","date_gmt":"2022-03-16T15:38:16","guid":{"rendered":"http:\/\/yhs.uyx.mybluehost.me\/en\/?p=1449"},"modified":"2026-07-20T09:20:34","modified_gmt":"2026-07-20T09:20:34","slug":"customer-journey-mapping","status":"publish","type":"post","link":"https:\/\/www.zenloop.com\/en\/resources\/whitepaper\/customer-journey-mapping\/","title":{"rendered":"Customer Journey Mapping"},"content":{"rendered":"<section         class=\"block-data-capture  margin-bottom padding-both\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container vertical-middle\">\n\t\t<div class=\"six columns\">\n\t\t\t\n\t\t\t<h3>Customer Journey Mapping \u2014 A Guide to Touchpoints (2026 Edition)<\/h3>\n\t\t\t<p>The customer journey is more fragmented than ever \u2014 AI discovery, social checkout, in-app moments. This updated whitepaper shows you step by step how to map your customers&#8217; journey and identify the feedback touchpoints that really matter.\r\n\r\n<\/p>\n\t\t\t<div class=\"data-capture\">\n\t\t\t\t\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f988-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"988\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/wp-json\/wp\/v2\/posts\/1449#wpcf7-f988-o1\" method=\"post\" class=\"wpcf7-form init demo\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"988\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.6\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f988-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7dtx_version\" value=\"5.0.5\" \/>\n<\/fieldset>\n<div class=\"row\">\n\t<div class=\"form-relative six columns\">\n\t\t<p><label>First Name<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"first_name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"first_name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"form-relative six columns\">\n\t\t<p><label>Last Name<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"last_name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"last_name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<div class=\"row\">\n\t<div class=\"form-relative six columns\">\n\t\t<p><label>Company<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"company\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"company\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"form-relative six columns\">\n\t\t<p><label> Job Title<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"job_title\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"job_title\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<div class=\"form-relative\">\n\t<p><label>Email Address<\/label><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"email_address\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" value=\"\" type=\"email\" name=\"email_address\" \/><\/span>\n\t<\/p>\n<\/div>\n<div style=\"display:none;\">\n\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"page-url\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"https:\/\/www.zenloop.com\/en\/wp-json\/wp\/v2\/posts\/1449\" type=\"text\" name=\"page-url\" \/><\/span>\n\t<\/p>\n<\/div>\n<div style=\"display: none\">\n\t<p><span class=\"wpcf7-form-control-wrap initialTrafficSource\" data-name=\"initialTrafficSource\"><input type=\"text\" name=\"initialTrafficSource\" class=\"wpcf7-form-control wpcf7-text wpcf7dtx wpcf7dtx-text dtx-pageload\" aria-invalid=\"false\" readonly=\"readonly\" data-dtx-value=\"CF7_get_cookie%20key%3D%27initialTrafficSource%27\"><\/span>\n\t<\/p>\n<\/div>\n<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Download Now for Free\" \/>\n<\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\t\t\t<\/div>\n\t\t\t\t\n\t\t\t<div class=\"data-capture-confirmation\">\n\t\t\t\t<h3>Success!<\/h3>\n<p>The white paper is now available for you.<\/p>\n\t\t\t\t<a href=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2026\/07\/whitepaper-customer-journey-mapping-2026-en.pdf%20\" class=\"button\" download target=\"_blank\">Download<\/a>\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t<div class=\"six columns\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1440\" height=\"1212\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/whitepaper-customer-journey-mapping-en.jpg\" class=\"attachment-full size-full\" alt=\"whitepaper-customer-journey-mapping-en\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/whitepaper-customer-journey-mapping-en.jpg 1440w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/whitepaper-customer-journey-mapping-en-300x253.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/whitepaper-customer-journey-mapping-en-1024x862.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/whitepaper-customer-journey-mapping-en-768x646.jpg 768w\" sizes=\"auto, (max-width: 1440px) 100vw, 1440px\" \/>\t\t<\/div>\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  margin-bottom no-padding\" style=\"background-image:url('');\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 2, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col flex-center\">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-1451\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/customer-journey-mapping-en.jpg\" alt=\"customer-journey-mapping-en\" width=\"1140\" height=\"900\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/customer-journey-mapping-en.jpg 1140w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/customer-journey-mapping-en-300x237.jpg 300w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/customer-journey-mapping-en-1024x808.jpg 1024w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/customer-journey-mapping-en-768x606.jpg 768w\" sizes=\"auto, (max-width: 1140px) 100vw, 1140px\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2><strong>What&#8217;s inside?<\/strong><\/h2>\n<p><span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 20px;border-top-width:0px;border-bottom-width:0px;\"><\/span>The customer journey is more fragmented than ever: customers discover brands through AI recommendations, buy directly on social platforms, and experience decisive moments in the app instead of via email. At the same time, patience for surveys is at an all-time low. If you collect feedback in the wrong places, you lose both \u2014 answers and customers.<\/p>\n<p>Customer journey mapping is the tool to prevent exactly that: you map your customers&#8217; journey and derive where, when, and how to ask for feedback. In this updated guide (2026 edition), you&#8217;ll learn:<\/p>\n<ul>\n<li>What a <strong>customer journey map<\/strong> is and what it looks like \u2014 with a complete <strong>visual template<\/strong><\/li>\n<li>How to build your map <strong>in 6 steps<\/strong> \u2014 including the questions to ask yourself at each step<\/li>\n<li><strong>New for 2026:<\/strong> How to handle touchpoints you don&#8217;t control \u2014 AI discovery, platform journeys, reviews<\/li>\n<li>Which feedback metric belongs at which touchpoint \u2014 with a ready-to-use <strong>touchpoint matrix<\/strong> (NPS, CSAT, CES)<\/li>\n<li>How to design a <strong>survey cadence<\/strong> that avoids survey fatigue<\/li>\n<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-both\" style=\"background-color:#02193c;color:#ffffff;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 1, 1fr)\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>&#8220;Every single contact you have with the customer influences whether or not they will come back.&#8221;<\/h2>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>\n\n<link rel=\"stylesheet\" type=\"text\/css\" href=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.css\"\/>\n<script type=\"text\/javascript\" src=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.min.js\"><\/script>\n\n<section         class=\"block-customer-cases  no-margin padding-both\" style=\"background-color:#ecedef;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t<h2 class=\"section-title\">More White Papers<\/h2>\t\t\t\t\t\t<div class=\"grid same-height-container customer-cases  slide-mobile\" style=\"grid-template-columns:1fr 1fr 1fr;\">\n\t\t\t\t\t\t\t\t\t<div class=\"customer-case with-link\">\n\t\t\t\t\t\t<a href=\"\/resources\/whitepaper\/roi-customer-experience-management\" class=\"absolute-link\"><\/a>\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"740\" height=\"388\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-roi-of-nps-en-2.jpg\" class=\"attachment-full size-full\" alt=\"zenloop-whitepaper-preview-roi-of-nps-en-2\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-roi-of-nps-en-2.jpg 740w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-roi-of-nps-en-2-300x157.jpg 300w\" sizes=\"auto, (max-width: 740px) 100vw, 740px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"case-content\">\n\t\t\t\t\t\t\t<div class=\"same-height\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"case-headline\">ROI of Customer Experience Management<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"description\">This white paper shows how NPS-based CXM can be linked to financial metrics to calculate the ROI.<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/resources\/whitepaper\/roi-customer-experience-management\" style=\"text-decoration:underline;margin-bottom:1rem;display:inline-block;margin-top:2.5rem\">Read More<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"customer-case with-link\">\n\t\t\t\t\t\t<a href=\"\/resources\/whitepaper\/closing-the-loop\" class=\"absolute-link\"><\/a>\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"740\" height=\"388\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-closing-the-loop-en.jpg\" class=\"attachment-full size-full\" alt=\"zenloop-whitepaper-preview-closing-the-loop-en\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-closing-the-loop-en.jpg 740w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-closing-the-loop-en-300x157.jpg 300w\" sizes=\"auto, (max-width: 740px) 100vw, 740px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"case-content\">\n\t\t\t\t\t\t\t<div class=\"same-height\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"case-headline\">Closing the Loop \u2013 A Comprehensive NPS Guide<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"description\">In the white paper &#8220;Closing the Loop&#8221;, we show what is important for a successful &#8220;closing the loop&#8221; process<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/resources\/whitepaper\/closing-the-loop\" style=\"text-decoration:underline;margin-bottom:1rem;display:inline-block;margin-top:2.5rem\">Read More<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"customer-case with-link\">\n\t\t\t\t\t\t<a href=\"\/resources\/whitepaper\/most-important-cx-metrics\" class=\"absolute-link\"><\/a>\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"740\" height=\"388\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-cx-metrics-en-1.jpg\" class=\"attachment-full size-full\" alt=\"zenloop-whitepaper-preview-cx-metrics-en-1\" srcset=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-cx-metrics-en-1.jpg 740w, https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/sites\/2\/2022\/03\/zenloop-whitepaper-preview-cx-metrics-en-1-300x157.jpg 300w\" sizes=\"auto, (max-width: 740px) 100vw, 740px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"case-content\">\n\t\t\t\t\t\t\t<div class=\"same-height\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"case-headline\">A Guide to the 3 Most Important CX Metrics<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"description\">In the white paper &#8220;A Guide to the three most important CX metrics&#8221;, we discuss the NPS\u00ae, CSAT, and CES.<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"\/resources\/whitepaper\/most-important-cx-metrics\" style=\"text-decoration:underline;margin-bottom:1rem;display:inline-block;margin-top:2.5rem\">Read More<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t<\/div>\n<\/section>\n\n<section         class=\"block-columns  no-margin padding-top\" style=\"background-image:url('');color:#02193c;\" id=\"\"\n>\n\t<div class=\"container\">\n\t\t\n\t\t\t\t\n\t\t<div class=\"grid\" style=\"grid-template-columns:\t6fr 5fr\">\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<h2>Recognizing touchpoints with zenloop<span class=\"\" style=\"display:block;clear:both;height: 0px;padding-top: 40px;border-top-width:0px;border-bottom-width:0px;\"><\/span><\/h2>\n<p><a class=\"button\" href=\"https:\/\/www.zenloop.com\/en\/request-demo\">Request a Free Demo<\/a><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1261\" src=\"https:\/\/www.zenloop.com\/en\/wp-content\/uploads\/2022\/03\/desktop-3.png\" alt=\"Recognize promoters with zenloop\" width=\"600\" height=\"312\" \/><\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t\t\n\t<\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>A Guide to Touchpoints<\/p>\n","protected":false},"author":2,"featured_media":2381,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"two-col-blog.php","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_meta-robots-noindex":"","inline_featured_image":false,"footnotes":""},"categories":[20,9],"tags":[37],"class_list":["post-1449","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-resources","category-whitepaper","tag-white-papers"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6.1 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>White Paper Customer Journey Mapping | zenloop<\/title>\n<meta name=\"description\" content=\"In this white paper, we introduce the concept of the Customer Journey Map. Learn how to create it and improve the customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.zenloop.com\/en\/resources\/whitepaper\/customer-journey-mapping\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Journey Mapping\" \/>\n<meta property=\"og:description\" content=\"In this white paper, we introduce the concept of the Customer Journey Map. 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