Exceptional customer experiences don’t happen by accident. Customer journey mapping connects insights, removes friction, and aligns teams—giving you a clear view of the customer experience and where to improve it.
The Challenge
Understanding customer motivations and emotions at key touch points for more consistent experiences across the customer journey
Experience BlastX
Anticipate customer needs and create experiences that foster deeper connections and improve business outcomes
Experience a Different Kind of Consultancy
Your Experience with Us Matters
You’re the hero of this story. We help you visualize your customer journeys—turning scattered interactions into clear, actionable maps that reveal where to focus and how to improve.
Impact Is Our Measure of Success
Our ‘Make Your Mark’ purpose drives us to create journey maps that lead to measurable improvements in satisfaction, retention, and overall customer experience performance.
Partnerships Are Forged
Effective journey mapping requires alignment across functions. We work closely with your teams to capture real experiences, build consensus, and create shared ownership of the journey.
Expertise, Trust, and Tenacity Work in Concert
You expect journey mapping expertise. We bring that—plus the experience to navigate complex journeys, surface hidden friction, and stay engaged through solution development.
We Evolve Together, Creating Real Progress
As customer behaviors shift, we continue refining your journey maps—helping you adapt, prioritize improvements, and keep the experience aligned with changing expectations.
Customer Journey Mapping Expertise & Impact
Our expertise helps turn customer journey mapping from theory into action—uncovering friction, revealing opportunities, and designing experiences that don’t just meet expectations, but redefine them.
Customer Journey Discovery
Expertise: Uncover key touchpoints, behaviors, and friction points to decode how customers experience your brand.
Impact: Pinpoint the moments that matter, turning insights into a roadmap for exceptional experiences.
Persona-Driven Journey Mapping Workshops
Expertise: Lead dynamic workshops that map journeys based on real customer personas, ensuring relevance and impact.
Impact: Break down silos, align teams, and create personalized experiences that truly connect with your audience.
Current State Customer Journey Mapping
Expertise: Analyze existing customer journeys to spotlight friction points and areas for improvement.
Impact: Empower teams to streamline, optimize, and elevate critical customer interactions.
Future State Customer Journey Mapping
Expertise: Design forward-thinking customer journeys that align with business goals and customer expectations.
Impact: Create loyalty-driving, satisfaction-boosting experiences that evolve with your audience.
Customer Journey Metrics & Insights Framework
Expertise: Define the KPIs and analytics that measure success at key customer touchpoints.
Impact: Ensure every journey delivers measurable value, proving impact and driving continuous optimization.
Creating Positive Outcomes that Matter
+23%
Improvement in Service Costs
+16%
Improved Sales Cycle
+14%
Employee Engagement
WHAT CLIENTS EXPERIENCE
Terri Runyan
Performance Excellence Program Manager
Featured Clients Story
A large appliance retailer wanted to improve their digital experience by learning more about the actual customer journey, including pain points, and better align the experience with customer expectations.
How We Do It
Human-Centered Framework and Design-Thinking Activities
Employ a human-centered framework and conduct design-thinking workshops to uncover the motivations, emotions, and pain points that drive customer behavior at every stage of their journey.
Customer Persona Workshops and In-Depth Customer Research
Define customer personas that allow a deeper understanding of your key customer segments via tailored workshops with your team and in-depth customer research.
Track and Measure Key Interaction Points
Identify key interaction points and understand customer sentiment throughout the current journey, evaluating available or tracked metrics to measure success at these touchpoints.
Surface Pain Points and Reveal Opportunities
Work with your team to surface pain points and opportunities to elevate the customer experience.
Co-Create a Future State for the Customer Journey
Leverage a forward-looking approach to journey mapping to co-create a future state for the customer journey.
Helping Leaders Evolve
Experience the Power of BlastX
We’re ready to tackle full-scale customer journey initiatives, or you can experience our impact through a focused audit, workshop, or strategic advisory for a specific customer journey mapping challenge.
Key Partnerships
We have more than 50 partnerships to help you realize powerful results from your customer journey mapping roadmap
25 Years of Mastery
Customer Journey Mapping Consulting Spotlight
Kristi Olson
Kristi Olson is a seasoned CX and UX Research consultant with over two decades of experience in digital customer experience, Voice of Customer (VoC), and digital analytics. She specializes in designing and delivering enterprise programs that blend qualitative insights with quantitative data—turning research into real impact. As a trusted consultant, she not only drives measurable results but also mentors teams, helping them evolve beyond pure analytics to a deeper understanding of customer behavior.
Kristi is a Qualtrics XM-certified professional and holds eight additional certifications across UX, process, and marketing technology disciplines.
Living in Colorado, Kristi is an outdoor enthusiast who finds energy and inspiration in nature. Whether hiking through the Rockies, spotting wildlife, or exploring new trails with her dog, Maverick, she brings the same curiosity and passion to both her work and her adventures.
Customer Experience Strategy Consulting Services
Develop a human-centered strategy that fosters meaningful connections with your customers, empowering your brand to thrive in a dynamic marketplace through a tailored actionable roadmap.
