Katie Stabler, founder of CULTIVATE, and Paul Hughes, Head of CX Sales at Mitel, discuss the pitfalls of customer journey mapping. Stabler highlights that bias and poor data can derail these efforts, urging organizations to unify around customer experiences. Hughes emphasizes the dangers of siloed technology, advocating for integration to enhance visibility. They explore how mindful AI use can build trust and assert that customer experience should be a cultural movement, not just a tactical project, for lasting success.
