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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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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Focus on Customer Journeys, not Just on Touchpoints

Today‚Äôs post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on February 6, 2014. It’s simple. Customer experience is a journey. In your customer experience improvement and design efforts, while it’s important to look at individual touchpoints, moments of truth, interactions, channels, etc., it’s more […]

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