Blog

Journey Management vs. Mapping – What’s The Big Deal?

Customer Journey Mapping is a well-documented practice that helps organizations understand and guide improvements in the customer experience (CX). When done effectively, it uncovers valuable insight into CX issues and opportunities, and it aligns stakeholders around a common vision. But the traditional approach to journey mapping leaves a lot on the table. You know the […]

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Welcome Millennials To Your Organization Through Employee Journey Mapping

It is no secret that the workforce is changing; as more Millennials move into managerial roles, advancing in their careers, fueled by a need to succeed and to make a difference in this world. They crave for the opportunity to make the world or their community a better place to live. That desire to enhance […]

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Customer Journey Mapping: How it can be used to Create Change in your Organization

Over the past 10 years, Customer Journey Mapping has been a critical part of strategically transforming an organization’s customer experience. Taking part in a cross-functional journey mapping workshop can be exciting, fun, and inspirational. Recently, while facilitating a journey mapping workshop for a healthcare company on the east coast, we saw constant light bulb moments. […]

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Touchpoint Dashboard Adds New Template to Simplify Journey Mapping

Touchpoint Dashboard’s “Swedish Store” template helps practitioners follow best practices in journey management.   NEW JERSEY, April, 21 2016 – Touchpoint Dashboard and parent company New Jersey based consulting firm, Strativity Group, Inc., announce the release of a new template to simplify journey mapping.   “In building this demo, we sought to address the two […]

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Touchpoint Dashboard Expands Its European Footprint

Touchpoint Dashboard retains Danny Peters as Head of Client Success – Europe, Touchpoint Dashboard.  New Jersey based consulting firm, Strativity Group, Inc. announces an agreement with Danny Peters to represent Touchpoint Dashboard as Head of Client Success – Europe. Peters will lead sales and service for Touchpoint Dashboard in the EU. “Touchpoint Dashboard has a large […]

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Top 5 Reasons Customer Journey Maps Get Stuck in The Mud

Several years ago I was part of a company that was going through a merger. Not only was the number of employees going to double from approximately 20,000 to 40,000, but the number of customers was going to increase by 300%. In anticipation of customer support issues that could result from the merger, I was asked to create a customer journey map and identify high risk areas in the customer lifecycle. So I gathered key players from both companies and after spending several days together, we had a customer journey map with over 300 touchpoints, 40 of which we classified as “high risk”.

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