The Experience Edge Beyond Journey Maps: Turning Insights into Action with Journey Management - Insights Ep. 2
Aug 8, 2025
Journey mapping has become outdated and often fails to drive real change. Discover why over 80% of these maps miss the mark due to a lack of ownership. Journey management is introduced as a solution for continuous improvement and accountability. Learn how AI plays a crucial role in turning data into actionable insights, eliminating customer pain points. Find out how leading companies enhance customer experience by adopting journey governance for measurable results.
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Maps Without Builders Stall Impact
- Journey maps are impressive but often inert unless tied to ownership and action.
- Over 80% fail to drive outcomes because they stop as static artifacts, not living systems.
Workshop That Ignited Then Faded
- Jochem recounts an innovation workshop where brilliant maps energized leadership but fizzled the next day.
- The team got budget but the maps returned to the wall and regular work resumed, showing lack of follow-through.
Snapshot Lifecycle Kills Momentum
- Typical journey lifecycle: research, create, display, then ignore.
- Without ownership, metrics and governance journeys stick as snapshots instead of evolving into decisions.