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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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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6 Tools to Create a Clear Line of Sight to Customers

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on September 4, 2014. Do your employees have a clear line of sight to your customers? What do we mean by “line of sight?” Simply put, it’s the straight line between you and your target. In […]

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Your Most Important Training Tool

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map? Does that […]

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