Customer Journey
Mapping That Ranks
What to Fix First
Sapience delivers customer journey mapping that follows customers from the moment they first consider a purchase to the point where they stay, switch or leave. Our customer journey mapping research captures what customers do, think and feel at each stage, and shows where the experience breaks down. Across the UAE and GCC, the findings reveal which touchpoints matter most, where customers hesitate or drop away and what to fix first.
Discuss Customer Journey Mapping
Hear the journey.
Measure where it breaks.
A customer journey mapping study begins with customers' own accounts of what happened. It then measures how widely each experience is shared, so the map reflects the whole customer base and not a few vivid stories.
Journey Interviews
Customer journey research starts with in-depth interviews, in person or online, in which recent customers walk us through each step from first need to current use. We include customers who have left, and we hold the conversations in Arabic and English.
Experience Observation
Mystery shopping and observation record what actually happens in a store, branch, call centre or app. This captures details that customers do not always remember or mention.
Journey Survey
A survey among your customers, online (CAWI), face-to-face (CAPI) or by telephone (CATI), rates every touchpoint on importance, performance, effort and emotion. It shows how many customers are affected by each issue.
Mapping & Validation
The findings are brought together into a draft map and reviewed with your teams. This makes sure the final map reflects both what customers report and how the business actually operates.
Customer Journey Analysis
That Sees What Teams Miss
Stages & Decisions
Customer journey analysis shows how customers move through awareness, consideration, purchase, use and renewal, and what they do at each stage.
Touchpoint Inventory
Customer touchpoint mapping identifies every point of contact, including those you do not control, and shows which ones influence decisions.
Touchpoint Performance
Customer touchpoint analysis rates each touchpoint on how much it matters and how well it performs, so you can see where effort is misplaced.
Pain Points
Customer pain point analysis shows what frustrates customers, where they hesitate and which problems they notice first.
Friction & Drop-Off
Customer friction analysis shows where effort rises and where customers abandon a purchase, switch channel or contact support.
Emotion & Expectation
We capture how customers feel at each stage and where the experience falls short of what they expected.
Customer Groups
Journeys differ between new and repeat customers and between age, nationality and language groups, so we compare each group's path and pain points.
Journey mapped.
Fixes ranked.
We turn customer accounts and survey data into a visual journey and a clear list of what to improve, for customer experience, marketing, product and operations teams.
Customer Journey Map
Customer experience journey mapping brings stages, actions, touchpoints and emotions together in one visual, with customer quotes at the points that matter.
Touchpoint Performance Matrix
Each touchpoint is plotted by its importance to customers and by how well it performs, showing where to protect strengths and where to fix weaknesses.
Pain Point Register
Pain points are ranked by how many customers they affect and how strongly they influence satisfaction and loyalty, supported by verbatims.
Improvement Roadmap
Direction on what to fix, protect and invest in is ranked by impact and effort, and tied to the evidence behind each recommendation.
Customer voices.
Practical maps.
Journey maps are often drawn in internal workshops, from what teams believe happens. Sapience builds them from what customers report and what we observe, then tests how widely each finding applies. One team manages the interviews, observation, survey, analysis and reporting, so the map and the numbers behind it fit together. With experience across the UAE, Saudi Arabia and the wider GCC, we recruit customers who reflect the nationalities, ages and languages of your market.
Where do your customers
hesitate or drop away?
Tell us about your customers and the journey you want to examine, and we will recommend how to approach customer journey mapping.
Discuss Your Customer Journey