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[Experience Action Podcast] Journey Mapping – What’s Next!?

❔After we create a customer journey map, what’s the next step? How should we use it?❔

When we are talking about customer journey maps, we are talking about everything from the customer’s point of view – not process maps or journeys by org chart.

Journey mapping can enlighten you, shift your perspective and motivate you to talk action in your organization. Our host Jeannie Walters, CCXP, says, “We need to treat journey mapping as a verb, not a noun.” We need to create journey maps for action and use them as tools, not relics. They can be extraordinarily impactful on how your organization approaches your products, services, interactions, improvements, and innovations.

In this episode, Jeannie talks about:

  • Setting goals for and with your journey map
  • Identifying common challenges, pain points, and missed opportunities from your journey map
  • Socializing what you’ve learned from your journey map

Resources Mentioned:
Customer Journey Mapping Workbook
Interactive Customer Journey Mapping Template
Jeannie’s LinkedIn Learning Courses
Experience Investigators Learning Center

Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!

Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!

About Jeannie Walters, CCXP, CSP

Jeannie Walters CCXP CSP small square photoJeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR

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