Customer Journey Mapping is a topic gaining ever-increasing levels of traction in organisations. Customer experience and research teams are beginning to see the tremendous potential for journey mapping to align teams of employees around key customer experiences and to leverage it to build their voice of the customer (VoC) measurement programme. So far, however, companies have experienced mixed success with their journey mapping efforts.
Building a customer journey map is a foundational step in improving your customers’ experience. But once you have the map, what do you do with it? As you make improvements in your customers’ experiences, how do you ensure your map evolves with you, generating additional insights upon which you can act? And how can you bring your map to life, improving delivery of CX across the enterprise?
Join Stacy Bolger, Senior Strategic Consulting Director at MaritzCX, for this Customer Journey Mapping power-hour.
In this discussion, we’ll help you understand:
- Best practices in conducting a journey mapping process
- Why journey mapping is so important to your organisation
- How to operationalise the findings and drive meaningful impact on your business