Are journey maps a waste of time, or can you really use them to drive CX change?
There's a big problem brewing out there when it comes to journey mapping:
Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the ) most powerful tools and processes in the customer experience professional's arsenal.
Done right, you can drive real CX change with your journey maps!
So, it was with great pleasure that I accepted James Dodkins' invitation to be a guest on his ROCKSTAR CUSTOMER EXPERIENCE program via Facebook Live to talk about how to drive real CX change with journey maps. I think a lot of people talk about how to create the maps (even if they are erroneous in their ways), but not many talk about what to do next.
In the forty-minute interview , we covered a lot of territory, including:
As you can see, we covered a lot of territory. The ultimate goal of this conversation is to help you realize that journey maps are:
Hopefully the interview helps you start to think a bit differently about how you're mapping or why you should map if you aren't yet.
I invite you to watch the interview - and to share your thoughts on it below. Thank you!
Customer experience is a journey. Only you hold the map .