Customer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision to an improved customer experience. Effective journey maps engage your entire company to align on your customers’ moments of truth, showcasing how to create more loyal customers.
Unfortunately, these initiatives fail far too often.
But don’t take my word for it. Listen to the voice of the industry, from our first annual Journey Mapping Best Practices Survey. We surveyed over one hundred journey mapping practitioners and vendors to discover the state of the art in journey mapping.
The results weren’t encouraging. For those practitioners who have had time to evaluate their success, half gave their journey mapping initiative a failing grade. The key reason? A failure to drive action. (more…)