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 […]
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 […]
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 […]
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 […]
