Joana de Quintanilha, VP, Principal Analyst

Show Notes:

A journey atlas (also known as a catalog of journeys) helps companies establish and sustain a shared customer-centric language across silos. It creates a strategic, bird’s-eye view of what matters to customers to help companies prioritize, assign responsibility, collaborate, and find shared value across journeys.  On this week’s episode, Forrester VP and Principal Analyst Joana de Quintanilha joins us to explain: 

  • What it is a journey atlas? (Hint: It’s like a wardrobe organizer for your journey maps.) 
  • How does a journey atlas help drive journey centricity? 
  • How do you build a journey atlas? Where should you start?  
  • Is it a tool only for mature CX teams or can anyone use one? 
  • So what? What’s next?