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16th December 2016
According to our poll, more than four in ever five Customer Journey Mapping projects are business led.
Yet, many contact centres combine their approaches to include more than just one of the options in the poll above.
Poll – “If you have already mapped the Customer Journey was it?” – answers
Customer led – 17%
Expert led (e.g. Consultant) – 17%
Business led – 86%
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source: Call Centre Helper Webinar Poll – Webinar: Designing Customer Journeys Sample size – 118 Date: October 2016
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
