What is Customer journey mapping?

The representation of customer interactions, expectations and friction across stages.

This term is included in the Boderia commercial terminology library under Demand & Marketing. Its interpretation and practical application depend on the organisation's operating environment and the decisions being made. This entry is an initial definition for editorial review, not a fully developed educational article.

Where relevant, consider how customer journey mapping interacts with strategy, people, processes, technology, data and governance across the commercial lifecycle. A specific capability or control should not be mistaken for a complete Governed Revenue System.