Clare Muscutt

Founder & Director CMXperience

Wednesday, August 26, 2020

Wednesday, August 26th, 2020

1:30 PM Are Your Journey Maps Expensive Dust Collectors or Catalysts for Change?

Enterprises spend a great deal of time, effort and money understanding customer and employee journeys. It often culminates in a glossy report, custom animated PowerPoint or an illustrated wall mural in the office. It then begins to age as a static snapshot of stakeholder experiences. This session addresses how to transform journey maps from static to dynamic:
  • Make journey maps an iterative process
  • Allocate teams to continuously review and redesign pain points
  • Use journey maps as an agent for a customer centric culture