380: Journey Mapping Masterclass 2: Workshop Your Journey

Joana de Quintanilha, a journey mapping expert at Forrester, shares her insights into the creation of journey maps and the planning of effective workshops. She emphasizes the importance of using digital tools like Mural and Miro for hybrid settings. Key discussions include mastering customer experience storytelling, maintaining workshop momentum, and fostering engaging ideation sessions. Joana also unveils techniques for prioritizing customer experience improvements and bridging gaps between customer pain points and organizational perceptions.