B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
83%
83% -- percentage of cx professionals reporting journey map struggles for customer experience professionals (2025)
83% of customer experience professionals report that their organizations have struggled to use customer journey maps to advance their CX improvement efforts.
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Lighthouse Research Team
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Source verified
Evidence graded
Value
83%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Gartner
Primary
Tier B
https://execsintheknow.com/magazines/january-2025-issue/cx-journey-mapping-unlocking-moments-of-trut… ↗
Source Article
CX Journey Mapping: Unlocking Moments of Truth
CX Journey Mapping: Unlocking Moments of Truth
Customer expectations have never been more complex. Today’s customers are navigating a winding road of touchpoints — from scrolling social media and reading online reviews to interacting with chatbots and showing up in-store. Each touch point is an oppo…
Original Research
Gartner
· Original study ↗
Methodology
Gartner study cited by Execs In The Know; original Gartner press release linked
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customer experience professionals: 83% percentage of cx professionals reporting journey map struggles. Source: Gartner (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/gartner-cx-journey-map-struggle-2025
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<blockquote cite="https://lighthousedata.io/data/gartner-cx-journey-map-struggle-2025" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>83%</strong> -- percentage of cx professionals reporting journey map struggles for customer experience professionals<br><small>Source: Gartner (2025) · <a href="https://lighthousedata.io/data/gartner-cx-journey-map-struggle-2025" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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