Mapping the Customer Journey: Introduction to Journey Atlases

This chapter explores the essential steps for developing a customer journey atlas, underscoring the significance of identifying target personas before mapping. It discusses the collaboration required across departments to glean insights into customer goals and emphasizes the journey atlas as a strategic tool for customer-centric decision-making. Furthermore, it examines technological advancements in journey mapping, including the potential of generative AI to aid in the journey creation process.