Use Customer Journey Mapping To Make Your Culture Customer-Obsessed

Journey maps are a lens into how customers engage with brands in pursuit of a goal. When customer experience (CX) leaders combine them with ecosystem maps, they can transform the way that both frontline and back-office employees — and partners — think and act. But journey maps remain underutilized because practitioners employ them as point solutions or in silos. This is a missed opportunity. This report shows how CX pros’ go-to tool, the journey map, when used correctly, instills empathy and discipline and can help them at each stage of a culture transformation.