The CX Cast
357: Everybody Needs A Journey Atlas
Jun 4, 2024
Join Joanna DeCentenia, a CX expert and veteran colleague of Martin Gill, as she dives into the transformative power of a journey atlas. She explains how this tool fosters a unified, customer-centric language across departments. Through relatable analogies, Joanna emphasizes the importance of organization and collaboration for effective customer experience management. Learn how organizations like Eon utilize journey atlases for continuous improvement and discover the role of technology, including generative AI, in enhancing customer journey mapping.
24:53
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Quick takeaways
- A journey atlas acts like an organized framework that simplifies and visualizes customer interactions, promoting clarity across organizational silos.
- Implementing a journey atlas fosters a common language and shared accountability within the organization, essential for customer-centric transformation.
Deep dives
Understanding Journey Atlases
A customer journey atlas serves as a comprehensive catalog of customer journeys, acting as an organizational tool for businesses to structure and visualize these journeys effectively. The analogy of a teenager's messy room represents a chaotic assortment of customer interactions, while a journey atlas acts like a well-organized closet that provides clarity and structure. This tool allows businesses to identify and create patterns from customer experiences, providing a bird’s eye view that highlights how journeys are connected across different stages of the customer lifecycle. By laying out these journeys in a systematic way, organizations can better understand how to address customer needs and improve overall experience.
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