Summary
Journey maps are effective tools for driving a customer experience (CX) transformation, yet many CX professionals struggle with using them to create change. To revitalize an existing journey map, CX pros should first make sure the map meets basic requirements, has a clear purpose, and has been validated with customers. CX pros should read this report to assess an existing map and learn about three ways to use it: as a starting point for designing the future; a tool to measure and show progress; and a way to teach employees about CX.
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