CXJM · Module
Customer Experience Journey Mapping
Where customers move forward, where they stall, and who owns the fix.
Journey funnel
Conversion and experience quality by stage.
Awareness
Low frictionSentiment 76 · Owner Growth
Consideration
Medium frictionSentiment 71 · Owner Product Marketing
Purchase
High frictionSentiment 62 · Owner Revenue
Onboarding
Medium frictionSentiment 74 · Owner CS
Advocacy
Low frictionSentiment 84 · Owner Community
Priority friction points
Highest revenue impact first.
Pricing page clarity
31% of considerers drop before checkout; pricing tiers tested as unclear.
Support response time
First response averages 14h at purchase stage vs 4h benchmark.
Onboarding activation
Only 62% complete setup in week one, suppressing repeat purchase.