Featuring:

Joana de Quintanilha, VP, Principal Analyst

Show Notes:

Many organizations create journey maps. Far fewer use them to drive measurable change.

This replay breaks down seven practical steps for creating journey maps that align teams, uncover customer pain points, and support better business decisions. We discuss:

  • How to structure a successful journey mapping initiative.
  • Common mistakes that limit impact.
  • Ways to connect journey insights to action.
  • Approaches for building stakeholder support.

If your organization is investing in CX, journey mapping, or experience transformation, this episode provides a proven foundation.