The CX Leader Podcast: The Influence of Technology on CX

A resource for CX leaders

Listen Now

What's Wrong With Journey Mapping and How Do We Fix It?

Login Or register to view the webcast Login or Register

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 
Previous Article Methods to Capture Customer Emotions
Next Article CX Storytelling

Comments are only visible to subscribers.