382: Journey Mapping Masterclass 4: Drive Gains From Journey Mapping

Joana de Quintanilha, Forrester’s journey mapping expert, shares her insights on optimizing customer experiences. She discusses transforming journey maps from static forms into dynamic, actionable tools that drive improvements. The conversation highlights the significance of capturing short-term wins and utilizing metrics to align customer expectations. Joana also emphasizes the role of technology, showcasing how AI can enhance journey mapping through real-time data integration. This final installment reflects on the evolution of journey management and encourages ongoing engagement.