Drive Real #CX Change with Journey Maps

CX Journey

Are journey maps a waste of time, or can you really use them to drive CX change? Done right, you can drive real CX change with your journey maps! Customer experience is a journey. Only you hold the map.

From Journey Map to Experience

CX Journey

Are you mapping their experiences? What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Maps bring understanding. Select the journeys to map.

Customer Journey Mapping Software Review


With the rise and rise of interest in Customer Journey Mapping there has been a commensurate rise in software applications to document, manage and the resulting maps. In this post I review a wide range of software tools that can be used to document the maps you create and make a suggestion on which to […]. Customer Journey Mapping

6 Key Advantages of Customer Journey Maps


Many brands are turning to customer journey maps to gain insights into the customer experience and devise innovative solutions for making it better. Here are six key advantages of creating customer journey maps. These maps allow your brand to roleplay as the customer. In addition, a map may reveal gaps in communication among employees that are preventing a seamless experience. Ultimately, these maps will increase customer satisfaction.

6 Bonus Myths of Journey Mapping

CX Journey

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping.

Customer Journey Mapping: Apply Insights Everywhere


Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. according to what you've learned from your customer experience journey mapping.

CX Journey™ Musings: The Problem with Journey Maps

CX Journey

Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them. I also knew that attendees would be more confused than ever about what journey mapping really is.

5 Basic Journey Mapping Principles

CX Journey

There are five basic principles that journey maps must adhere to. Once upon a time (and still today), journey maps were created on butcher paper with post-it notes. Mapping tools had to evolve. Because nothing was being done with the maps. I mapped.

Ask Me Anything about Customer Journey Mapping

CX Journey

I was honored to be asked to join MindTouch CEO Aaron Fulkerson for an AskMeAnything podcast on journey mapping; I could talk about that all day! Journey maps are such important tools to have in your CX toolbox. The main reason to journey map?

Customer Experience Journey Map or Service Blueprint?

Win the Customer

To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […]. Customer Experience Customer Service Management

5 Key Benefits of Customer Journey Mapping


For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. Through an analysis of quantitative data and anecdotes from both customers and employees, brands may develop comprehensive maps that reflect the customer’s motivations and sentiments along the journey from potential to loyal customer. Here are five key benefits of customer journey mapping.

Which Map Is That: Selecting the Right Customer Journey Map


I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has started pinning the term to different things, i.e. people call different types of map, customer journey maps. Customer Journey Mapping

The Most Important Rule of Journey Mapping

CX Journey

Creating a customer journey map is an important first step when it comes to your customer experience transformation. So, it's no surprise, then, that the most important thing to do when mapping the customer journey is to do it from the customer's viewpoint, right?

Cracking the Code on Customer Journey Mapping

CX Journey

Image courtesy of Crack the Customer Code Have some questions about journey mapping? I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping. You Got Your Metrics in My Journey Map!

Have Your Journey Maps Failed You?

CX Journey

Image courtesy of GMC Software Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would? Have your maps failed you? customer experience journey mapping

Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. It’s time to get all of your key stakeholders into a room and start building an assumptive map of the journey.

Journey Mapping: Focus on the Customers’ Experience


Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. Maps can help with that.

Your Journey Maps Ought to be Eye Opening!

CX Journey

How are your journey mapping efforts coming along? You are mapping, aren't you? (If And you're following all of the key principles of mapping while you're doing it, right? Your maps tell the customer story accurately? Let's focus on your journey mapping workshops.

Journey Maps: "Binding Agent" for Mergers and Acquisitions

CX Journey

Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? But how can journey maps help with "easing" and integrating acquisitions?

Are You Using Journey Maps for Product Design?

CX Journey

Image courtesy of hayley.vallejo Can you use journey maps to develop a new product or service? A question similar to that was posed to me on Twitter several months ago after I published my post on The Most Import Rule of Journey Mapping.

What's the Difference: Journey Map or Lifecycle Map?

CX Journey

What''s the difference between a customer experience lifecycle map and a customer journey map? I''ll start with the customer experience lifecycle map. The lifecycle map shows the phases of the customer''s relationship with your company.

Hey! You Got Your Metrics in My Journey Map!

CX Journey

At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps. In order to be that catalyst, maps have to be actionable. customer experience data journey map metrics

Validating Your Journey Maps for #CX Design Success

CX Journey

In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint. Why do we need to validate maps? It is, however, a common starting point for mapping.

Customer Experience Journeys: Map for Actionability


Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere.

From Theory to Practice – Ten Steps for making customer journey mapping happen

Peter Lavers

Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience. For each Journey.

Customer Journey Management – it’s not just about the mapping!


One of the greatest examples of this in the world of Customer Experience is with Customer Journey Mapping. Just a simple ‘Googling’ of the words ‘Customer Journey Map’, returns a whole series of beautiful pictures!

A Dozen Crazy Customer Touchpoints Translated


Does it drive the next best action, or leave them scratching their heads and dropping out of the journey? Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey.

Buyer Personas: How to Create this Critical Business Asset


Customer Journey Mapping Inbound MarkeWith deference to George Harrison’s classic song lyric… Without a clear and well defined buyer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to service them. Frustrated customers complain more and more loudly. Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, […].

Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool?


Incredibly useful feedback can be gathered by watching your customers interact with your brand — hence, the popularity of customer journey mapping, which was rated #4 on CCW’s priority list for 2018, and predictive analytics, which uses past patterns to predict future actions and needs.

5 Top Customer Service Articles for the Week of October 2, 2017


I’m surprised how many companies don’t create a detailed journey map to dig deep into each (and every) interaction that customers have with you. The Most Important Rule of Journey Mapping by Annette Franz.

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5 Top Customer Service Articles For the Week of September 26, 2016


Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Knowing the points and interactions in a typical customer’s journey allows you to capitalize on opportunities, eliminate and mitigate friction points and more.

The One Thing We Must Do to Create a Customer Focused Culture


Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. And you may need more than one map. A customer’s sales journey is different than a service or support journey.

How to Know if Your CX Strategy Is Fake


CX Strategy by Journey Mapping. Journey mapping is the answer! I’m a big believer in mapping the experience. Produce a beautiful map and get everyone in the company to appreciate it by going on a roadshow with it. Mapping is another tool.

Infographic – Examples of Nudge Theory

Peter Lavers

Customer Behaviour Customer Experience Journey Mapping Latest Thinking MarketingEvery marketer has at some point wondered “why won’t my customers behave like I want them to?!” ” Educators as well about their students!

4 MORE Call Center Reports Worth Your Time


The reports on today’s list are focused on more specific topics within the realm of the call center such as agent management, journey mapping and self-service. Our favorite chart: Vendor Landscape: Customer Journey Analytics Providers.

Amazing Business Radio: Annette Franz


Shep Hyken speaks with customer experience expert, Vice President of Client Experience at Compellon and author of the popular blog CX Journey™, Annette Franz. Annette is also an expert in customer journey mapping and gives us some ideas that we can implement immediately.

NGPX & CIO Summit Takeaways


As health organizations embark on the task of total transformation of the patient and staff experience, planning and journey mapping is key. Using journey mapping to understand the patient experience at each step along the way from appointment scheduling to post-discharge.

The Journey to a Great Customer Service Experience

CX Journey

There are tools for this; I'll name just two important ones for now: (1) surveys or other listening posts and (2) journey maps. It's the latter, journey maps, that I'll focus on for the rest of this post. What are journey maps ? And so the journey begins.

Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service


” Plot Out Customer Journeys. Another crucial part of remodeling your customer service core is to begin using a customer journey map, if you have not already incorporated it into your workflow.