Customer Journey Mapping Workshop Preparation

You’ve got buy-in… all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. Awesome! Now what? It’s time to get all of your key stakeholders into a room and […]

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Hey! You Got Your Metrics in My Journey Map!

Remember the old Reese’s Peanut Butter Cups commercials from the ’80s? The ones where two people – one eating chocolate, the other holding a jar of peanut butter – collide and exclaim: “Hey! You got your chocolate in my peanut butter!” and “Hey! You got your peanut butter on my chocolate!” I suppose at the […]

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5 Basic Journey Mapping Principles

There are five basic principles that journey maps must adhere to. What are they? Many years ago (and still today), journey maps were created on butcher paper with post-it notes. I’ve used this approach in the past, and it makes it difficult to share the maps, to administer updates, and to transfer knowledge. It’s also […]

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If You Don’t Know Where You’re Going…

Yogi Berra once said, “If you don’t know where you are going, you’ll end up someplace else.” This is true in life and in any project you undertake. It’s also true in journey mapping. I’ve seen folks dive into mapping exercises only to get stopped in their tracks because they hadn’t done two crucial things […]

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Anxious to Get to Future State?

As part of your journey mapping efforts, you’ll likely create two types of maps: current state maps and future state maps. Current state maps show the steps that customers take today to complete some task, while future state maps show the steps they will be taking to complete the task after the process has been […]

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Validating Your Journey Maps for #CX Success

Have you validated your journey maps yet? Don’t know how or where to begin to do that? Read on for answers to your questions about validating journey maps! In my last post, I wrote about the most basic and most important rule of customer journey mapping: maps must be created from the customer viewpoint. This […]

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Journey Mapping Rule #1: Map from Customer Viewpoint

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: “Customer.” So, it’s no surprise, then, that the most important thing to do when mapping the customer experience or the customer journey is to do […]

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7 Deadly Sins of Journey Mapping

On Thursday, February 26, 2015, we hosted a webinar about the 7 Deadly Sins of Journey Mapping. Host: Bryan Surface, EVP, Global Sales, Touchpoint Dashboard Presenter: Annette Franz, Vice President, Customer Experience, Touchpoint Dashboard If you attended and want to watch the webinar again – or if you simply missed the webinar – take a […]

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Journey Maps: “Binding Agent” for Mergers and Acquisitions

Has your company made an acquisition, been acquired, or merged with another company? Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? Let’s face it: mergers and acquisitions are hard for everyone living through them, employees and customers alike. Sometimes mergers or […]

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Putting Your Journey Maps into Action

A question that comes up a lot is: How do I operationalize my journey maps? What’s next? What do I do now that I’ve created the map(s)? I’m assuming that you’ve created what we call an assumptive map. An assumptive map is created by internal stakeholders, without customer input. It’s what stakeholders assume to be […]

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