Observed Signal · Jun 27, 2022 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
4 Strategic Approaches to Customer Journey Mapping
This article from CMSWire examines four strategic approaches to customer journey mapping: step-based mapping, emotion-focused mapping, neuroscience-based mapping, and goal mapping. It features insights from experts Mark Levy (MaxxoMedia), Stacy Sherman (Liveops), Ed Powers (Service Excellence Partners), and Jeanne Bliss (Customer Bliss). The piece highlights the importance of understanding customer emotions, using data analytics, and aligning organizational goals to improve customer experience and recover lost revenue from cart abandonment. It also covers the impact of third-party cookie deprecation on data collection for journey mapping, and provides practical steps for creating effective maps.
Provides strategic insights into customer journey mapping, relevant to MarTech and CX, but not a major industry event.
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Key Takeaways & Evidence Grounding
- Baymard Institute reports $260 billion in lost revenue over 10 years due to cart abandonment in the US and EU.
- Nearly 70% of online carts are abandoned, with over 40% attributed to fixable issues like extra costs, security concerns, and lengthy checkout.
- Mark Levy, CEO of MaxxoMedia, outlines a 6-step process for creating customer journey maps.
- Stacy Sherman of Liveops emphasizes defining personas, identifying touchpoints, and digging up data to keep emotion in journey mapping.
- Jeanne Bliss advocates for 'goal mapping' instead of traditional journey mapping, using Bombardier as an example.
Connected Companies & Entities
1 Entity mapped“Levy previously served as Vice President of Digital Experience at Comcast....”
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
Streaming's Cloud, AI, and the Two Market Faces
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AI search marketing startup Profound raises $180M Series D at $1.8B valuation
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Tickets for Good, a UK startup offering low-cost event tickets to frontline workers and those in need, has raised £3.9 million (€4.5 million) to fuel international expansion and create 10 jobs in Sheffield. The round was led by NPIF II – Mercia Equity Finance, managed by Mercia Ventures, alongside Shaping Impact Group, Finance Yorkshire, Leansquare, and private investors. Since its 2022 founding, the platform has distributed over 1.25 million tickets, serving nearly 750,000 verified members globally. It entered the US market in 2023 via the Comcast SportsTech accelerator and operates in the Netherlands, Belgium, and Germany. Revenue doubled in 2025, targeting five-fold growth in three years.
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