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Paul Hughes
Head of CX Sales for the UK, Ireland & South Africa at Mitel, experienced in contact centre and unified communications technology and in stitching applications and data to improve customer journeys.
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Oct 29, 2025
• 14min
Where Does Customer Journey Mapping Go Wrong? (And How to Fix It) - Mitel & CULTIVATE
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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.
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