Published in Customer Journey

Why Speed Matters in Creating a Customer Journey Map

A colleague of mine was giving a presentation on their approach to journey mapping, explaining the process, from initial scoping meetings to group brainstorming session, to meetings to test the accuracy of the maps, to finalizing the maps and producing them.  When asked how long a typical project takes, he responded that it varies but generally takes 12 to 15 months, taking into account the number of meetings and just the logistics of scheduling them. At which point another person in the audience quickly raised her hand to ask, “What happens when you go back to those managers you met with at the beginning and they have already addressed the issue you identified? Aren’t your recommendations basically irrelevant?”

My colleague had to really pause and think before he responded because, let’s be honest, there wasn’t a good answer.

Because speed matters.

Revolutionizing Customer Co-creation

In a recent New York Times article entitled The World is Fast, columnist Thomas Friedman tells us, “The three biggest forces on the planet — the market, Mother Nature and Moore’s Law — are all surging, really fast, at the same time. The market, i.e., globalization, is tying economies more tightly together than ever before, making our workers, investors and markets much more interdependent and exposed to global trends, without walls to protect them.”

CX Workout is on a mission to revolutionize customer co-creation, accelerating the speed and depth of your journey mapping efforts, to create a “living” journey.  We have changed the way companies engage with customers to better understand their current and future needs and to partner with them to define improvements, new products, and even business models. Our SaaS platform uses journey mapping and mobile-enabled customer “Missions” and discussions to help our clients achieve better quality insights into their customers’ experience in about half the time of traditional methods.

Why is this important? Because speed matters.