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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Why Should You Map Customer Journeys? Here are 18 Reasons!

Today’s post is a modification of one that Annette wrote for CX Journey™ on November 11, 2014. Have you started journey mapping yet? Or are you still wondering why it’s an important tool to have in your customer experience management toolbox? Throughout 2014, I’ve written about different ways that journey maps can help you advance […]

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Touchpoint Dashboard Welcomes First Government Client, The City of Centennial, CO

Touchpoint Dashboard (TouchpointDashboard.com), the world’s first customer journey mapping software, is pleased to announce The City of Centennial, CO, as its first government client. The City of Centennial will use the web-based Touchpoint Dashboard platform to support its continuous improvement initiatives and help drive innovation. “Centennial is nationally recognized for running an innovative, lean, and […]

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Annette Franz Joins Touchpoint Dashboard Executive Team

Touchpoint Dashboard, LLC (TouchpointDashboard.com) the world’s first and leading customer journey mapping platform, today announced that Annette Franz has been named vice president of customer experience. In this new role, Franz will design and implement Touchpoint Dashboard’s global customer experience strategy, which includes client onboarding and training, loyalty and retention programs, as well as developing […]

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Are You Creating a Journey Map or a Lifecycle Map?

Today’s post is a modification of one that Annette wrote for CX Journey™ on September 23, 2014. What’s the difference between a customer experience lifecycle map and a customer journey map? And do you know which one you’re building? I thought it was worthwhile to clarify because the difference between these two is in the […]

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Plotting the Customer Journey to Keep a Promise

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on November 29, 2011. It’s a known fact: journey mapping plays a crucial role in defining your overall customer experience strategy. So, where do we begin? Let’s go back to your brand promise. Recall that […]

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A Sticky Debate… Journey Mapping with Post-It Notes. Yes or No?

There are a lot of ways to create customer journey maps, so how do you know which method is best?  It can be confusing, we know!  Some formats and tools may work better for you than others – it all depends on how you plan to use and share your journey map and its findings. At […]

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Is Your Journey Map More Than Just A Pretty Picture?

Mapping with Touchpoint Dashboard vs. Office Tools Customer experience professionals have shared these gripes about their experiences using Excel, Visio, PowerPoint, Post-It Notes and other tools to design customer journey maps: “I’m not sure how to get started — what’s the layout supposed to look like?  Maps are too hard to update and take too […]

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Share for Success: Using Touchpoint Dashboard to Drive Organizational Change

Editor’s Note:   Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives.  As a result, we’ve launched our “Share for Success” blog series.  We’re pleased to share another insightful use case here.   If you haven’t yet checked out our inaugural post, you’ll […]

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