Your customers don't always follow your process maps. They follow their own journeys, and often those don't align with what you think is happening.

Customer journey mapping is a way to explore what is possible today, tomorrow, and in the future we design on behalf of our customers. It can help your organization move forward in powerful ways.

In this live session, we'll explore real-world examples of customer journey mapping use cases & the wins they deliver.

If you're considering creating a customer journey map, we hope these inspire you to create a meaningful customer experience (CX) goal to gain traction with your own mapping session.

Video Highlights:
00:00 Welcome and Topic Introduction
04:28 Are Customer Journey Maps Really Necessary?
07:51 Real-World Examples of Journey Mapping Use Cases (& the Wins They Deliver)
09:25 Find out what’s happening today with Current State Mapping
20:08 Create what you want tomorrow with Ideal State Mapping
28:33 Stay ahead of the competition with Competitive Journey Information
34:22 Be Your Own Disruptor!
37:07 Recap and Final Thoughts
38:12 Q&A: Can you share a method or exercise you use to encourage creativity and innovation during a customer journey mapping session?
45:43 Q&A: What are some of the most common misconceptions participants have about customer journey mapping, and how do you address them?
50:35 Q&A: What challenges does an organization encounter in implementing customer journey mapping across the value chain?
53:17 Q&A: How can teams define and measure success during a customer journey mapping session?
59:49 More Resources and Wrapping Up

Resources Mentioned:
👉 Get the Customer Journey Mapping Workbook -- https://bit.ly/cjmworkbook
👉 The CX Value Chain: Linking Customer Experience to Business Outcomes [LinkedIn Learning Course] -- https://bit.ly/lilcxvalue
👉 Learn more about CXI Ground School™ and apply – https://cxigroundschool.com
👉 Visit our website: https://experienceinvestigators.com/
👉 Connect with us -- https://experienceinvestigators.com/c...
👉 Tune in to the Experience Action Podcast -- https://www.experienceactionpod.com
👉 Have a question for the podcast? Visit http://askjeannie.vip
👉 Jeannie’s LinkedIn Learning Courses -- https://bit.ly/jeannie-lil
👉 Missed a past webinar? Watch them here: https://bit.ly/jeannieyt