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For Customer Experience Professionals

Use Customer Journey Mapping To Make Your Culture Customer-Obsessed

CX Pros' Most Commonly Used Tool Instills Empathy And Discipline

August 11, 2016

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Why Read This Report

Journey maps are a lens into how customers engage with brands in pursuit of a goal. When customer experience (CX) pros 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 use them as point solutions or in silos. This is a missed opportunity. Based on our past research into how companies transform their cultures to be customer-centric, journey maps can help CX pros at each stage of a culture transformation.

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Table of Contents

  • Journey And Ecosystem Maps Link Customer And Employee Mindsets
  • Use Journey Maps As A Catalyst To Create Customer-Centric Cultures
  • Recommendations

  • Adopt The Right Mindset And Game Plan To Foster Culture Change
  • Supplemental Material
  • Related Research Documents

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