Customer Journey Map

A customer journey map visualises the end-to-end experience a customer has with an organisation, stages, actions, emotions, touchpoints, and pain points, to find where to improve.

Asset IDSTR-DIG-003

CategoryStrategy, Growth and Industry

TierRead and Download

Prepared byStratenity Advisory Team

Executive summary

A customer journey map visualises the end-to-end experience a customer has with an organisation, stages, actions, emotions, touchpoints, and pain points, to find where to improve. This is the Customer Journey Map from the Stratenity Library, a governed strategic execution asset that is already built for you. It gives your team the full working method for customer journey, and it walks through everything from scoping and choosing the journey to emotion and the experience curve. Every asset ships with a worked client example, a clear RACI, defined KPIs, and governance you can defend, so your team adapts it to a live client engagement instead of starting from a blank page.

What is inside

What this map covers

This is a preview of the full deliverable. Inside the Stratenity Library, this map walks your team through the complete method, section by section, with a worked client example threaded throughout.

Why Map the Journey
Anatomy of a Journey Map
Scoping and Choosing the Journey
Research Inputs and Evidence
Current-State Mapping
Pain Points and Moments of Truth

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How to use it

Review, download, and activate in 48 hours

Stratenity Library subscribers can review this map in full, download it, and activate it into a governed, client-ready deliverable in 48 hours rather than weeks. Each asset ships with a worked client example, a clear RACI, defined KPIs, and governance you can defend.

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advisory@velorstrategy.com · stratenity.com · Contact us

Stratenity Advisory Team (2026) Customer Journey Map. Stratenity Library. Available at: https://www.stratenity.com/resources/library/strategy-growth-industry/customer-journey-map (Accessed: the date of access).

@misc{stratenity_strdig003, author = {{Stratenity Advisory Team}}, title = {Customer Journey Map}, year = {2026}, publisher = {Stratenity Library}, howpublished = {\url{https://www.stratenity.com/resources/library/strategy-growth-industry/customer-journey-map}}, note = {Asset ID STR-DIG-003} }

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Customer Journey Map

What this map covers

This is a taste. The full library goes deeper.

Stratenity is the AI Operating System for Strategic Execution™.

Stratenity is the AI Operating System for Strategic Execution^™.