What's Wrong With Journey Mapping and How Do We Fix It?
Journey Mapping is a frequently used tool among customer experience professionals. It can be a great way to identify moments of truth, isolate pain points and generate customer empathy among employees by providing them perspective into what customers are experiencing today.
But most companies don’t use journey mapping to its fullest potential. The process may be too internally focused or the end goal may simply be the production of the map, which quickly becomes an artifact.
In this 30-minute webcast, we’ll talk about next-generation mapping:
- Ensuring the mapping process puts the customer front and center
- How to use mapping to create breakthrough experiences
- How to use mapping to get the complete picture