The CX Cast
382: Journey Mapping Masterclass 4: Drive Gains From Journey Mapping
Nov 26, 2024
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.
28:34
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Quick takeaways
- Transforming journey maps into actionable tools enables organizations to prioritize improvements based on immediate value and feasibility.
- Integrating technology enhances journey mapping efforts by allowing real-time data analysis, facilitating continuous improvement, and adapting to customer needs.
Deep dives
Driving Action from Journey Maps
The focus after creating journey maps is to transform them into actionable tools that drive improvements. Organizations should avoid common pitfalls, such as failing to prove return on investment (ROI) or neglecting the evolving nature of customer journeys. By identifying short-term wins and opportunities for improvement, companies can prioritize actions based on value and feasibility. This involves collaborating with various teams to ensure accountability and to manage a balanced portfolio of improvements that consider both immediate and long-term goals.
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