Summary
Flawed decisions waste money, miss the mark with customers, and drain culture energy. Most organizations are drowning in data but starving for human-centered decisions. Mapping journeys isn’t enough: To drive real change, teams need to embed customer thinking into the decisions that shape those journeys. This report shows how four CX artifacts — the storyboard, journey atlas, journey and ecosystem map, and shared roadmap — can be used to align teams, turn insight into action, and manage change in an immersive, cross-functional learning experience. Used together, they form a decision-making engine that powers customer-obsessed transformation.
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