The Customer Journey Maturity Survey 
2020

Customer journeys have become a front and center strategic initiative for organizations who want to apply a more customer-centric lens to the way they do business. But every organization is at a different point in their understanding, adoption, and approach to journeys. This survey helps better understand those differences and provide valuable insights for participants and the industry. 

Learn More About the Survey

Who should take the survey? Leaders and practitioners in:

  • Customer Experience
  • Digital
  • Marketing
  • Technology
  • Business Lines


Use the results to learn:

  • How customer journeys are applied to team structure, approach, and broader strategy across industries
  • Best practices and strategy of leading journey teams 
  • Key insights to establish or grow investments in journeys within your organization

Designed by CX leaders, purpose-built to provide you insight

The 2020 Customer Journey Maturity Survey is brought to you by a collaborative partnership between Usermind, CXPA, Heart of the Customer, and Megan Burns.

FAQs

Is this survey anonymous? 

By default, the survey is anonymous. Respondents have the option to leave a name & email if they would like to receive a copy of the findings. 

How will my information be used? 

We ask for your information to deduplicate submissions and anonymize demographic trends by location, company size, role & seniority. 

Will I get a copy of the results? 

Yes! Survey respondents who leave a valid email address will be the first to receive the final, published report! 

I want to talk to the experts about my company's journey maturity, who should I reach out to? 

We work with the industries leading consultants in experience and journey design. Head here and tell us more about what you're looking for. We'll get you connected! 

Contact us at any time!

We love hearing feedback and helping our peers in the experience world grow - no matter what stage of the curve. Please contact us at any time with feedback, questions or ideas! 

Follow us on LinkedIn & Twitter for the most up to date survey result as they're released!