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Journey Mapping Q&A: Customer Journey Mapping Workshops

Jun. 23, 2015 by Kerry Bodine

Journey Mapping Q&A: Customer Journey Mapping Workshops

Back in May, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can download the slides here. In this three-part blog series, I’m answering all of the great audience questions from the webinar. Part 1 of this series focused on common journey map components (Read More...)

Journey Mapping Q&A: Anatomy Of A Customer Journey Map

Jun. 10, 2015 by Kerry Bodine

Journey Mapping Q&A: Anatomy Of A Customer Journey Map

A few weeks ago, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can download the slides here. Or watch the webinar—just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.) During the webinar, I received a ton of (Read More...)

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10 Ways To Use Customer Journey Maps

Jun. 2, 2015 by Kerry Bodine

10 Ways To Use Customer Journey Maps

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next… So before you wander aimlessly into customer journey land, first determine (Read More...)

The 4 Types of Customer Journey Maps

May. 15, 2014 by Kerry Bodine

The 4 Types of Customer Journey Maps

Journey maps are one of the best tools I’ve seen for helping companies understand their end-to-end customer experience from the customer perspective. But I’ve found that many prospective journey mappers embark on this activity without articulating what they want to get out of it — and without fully grasping that there are several variations of (Read More...)

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