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Quadient® Customer Journey Mapping

Create actionable journey maps.


Quadient® Customer Journey Mapping is the only cloud-based journey mapping tool that incorporates the digital and physical touchpoints your customers interact with into your journey maps. Customer experience teams easily share feedback with business users directly through the tool, so improvements are made in real-time.

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Quickly create detailed customer journey maps with drag and drop tools, and custom design options.



Connect communications including letters, contracts, emails, quotes and statements to every touchpoint along the journey.



Collaborate internally and share real-time feedback via social commenting, bringing agility to your enterprise communication strategy.

4. ACT


Take immediate action to improve the customer experience (CX) by enabling business users and designers to make suggested changes in real-time.

CX transformation, at your fingertips

CX transformation, at your fingertips

Quadient Customer Journey Mapping makes it easy for executives (such as marketing, digital, CX) to view – and take action to improve – their organizations’ entire portfolio of customer communications through a single web interface, regardless of the underlying communication technology.

Bring the customer journey to life

Gain full visibility by linking journey maps directly to the digital and physical touchpoints your customers interact with, including contracts, statements, emails, audio and video files, digital ads and more.

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Gain visibility and insight

Create and view maps as a whole, or drill down to gain insight into your customers’ feelings in context. Ensure consistent experiences across the entire customer journey by providing instantaneous feedback to content creators and communications owners.

Make CX improvements, faster

Eliminate never-ending email chains, confusion over ownership, and lengthy change management processes.

Quadient Customer Journey Mapping enables internal stakeholders to collaborate and share ongoing feedback directly within the tool. Comments are automatically routed to owners who make the necessary changes to improve the customer experience right away.

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Ongoing CX enhancement

Ongoing CX enhancement

Customer journey mapping is not a one-time exercise. With Quadient Customer Journey Mapping, you will update and adapt your journey maps to continuously improve the customer experience.

Easy integration

Easy integration

Linking your journey maps with your customer communications management (CCM) platform(s) is critical to providing visibility into, and improving, the CX. Quadient Customer Journey Mapping integrates seamlessly with:

  • Your existing Inspire CCM environment, enabling business users to share feedback and make changes in real-time.
  • Disparate (and competitive) CCM tools and data sources, providing a holistic view of the entire customer journey.
  • Third party systems such as analytic tools, social media content, and BPO solutions.
  • We value intuition and creativity because we believe that next generation customer communications is not a commodity solution. We help facilitate the customer journey, and our customers remain loyal to us because of our commitment to innovation. We help our clients connect with their customers on another level. It’s our mission and we rely on Inspire to make it happen.


    Lammert van Keulen, Managing partner, Mailstreet

  • Quadient is investing heavily in customer journey mapping tools that connect Inspire's CCM capabilities with a customer experience platform (including business intelligence tools) to facilitate multichannel, context-rich communications.


    2017 Gartner Magic Quadrant for Customer Communications Managements Software

  • Quadient has independent validation from Gartner and Forrester. We appreciate the support Digital Advantage Suite and their user community offers. Their product development roadmap demonstrates innovation and a commitment to the future.


    Senior IT Manager, Medium Enterprise Government Company

  • Customer Journey Mapping will strengthen the credibility of the customer engagement and streamline the delivery from concept to solution.


    Senior IT Architect, Fortune 500 Computer Hardware Company

eBook: The future of customer experience

eBook: The future of customer experience

A revealing discussion with 7 CX pioneers on the future of customer experience.

Download the eBook
White paper: Don't waste with your customer journey maps

White paper: Don’t Waste Your Time With Customer Journey Map

The top 11 mistakes and best practices for designing actionable customer journey maps.

Download the white paper
eBook: Rise of the Customer Experience Executive

eBook: Rise of the Customer Experience Executive

How customer experience earned a spot in the C-suite. Featuring interviews with 5 CXO’s from around the world.

Download the eBook