Don't Assume Your Map is the Journey with Emily Garza

Customer journey maps can be a powerful tool, but only if they reflect reality... not just your internal strategy. In this episode, Emily Garza joins Alyssa to unpack the risks of assuming your neatly mapped journey matches what customers actually experience. Drawing from years of experience in CX strategy and post-sale growth, Emily explains why listening beats labeling, and why real retention starts with real relevance.

Together, they explore what it takes to build a living, breathing customer experience strategy that adapts, evolves, and actually works.

3 Key Takeaways:

1. Most journey maps reflect internal org structure, not customer behavior - and that’s a problem.
2. Segmentation based on behavior, not just revenue, leads to more relevant and effective experiences.
3. Retention improves when teams use journey maps as a conversation starter, not a finish line.