Summary
Although journey maps can be powerful tools for driving change, customer experience (CX) teams often struggle to get the most out of their mapping efforts, in part because the deliverables they present aren’t suited to them or the situation. This report examines the ways in which you can use elements of journey maps to illuminate, persuade, and record. Included with the analysis is a collection of approximately two dozen examples of journey mapping deliverables to help you create your own maps and other artifacts.
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