By: Jim Tincher, Heart of the Customer
Half of all journey maps fail to drive change. That’s what we heard from CXPA members and others in the first annual CXPA/Heart of the Customer Journey Mapping Best Practices survey. For those practitioners who were able to rate the success of their journey mapping initiative, only half rated it successful. Reasons varied, but were typically around lack of company engagement, or of not using rigorous best practices in collecting customer feedback.
Participants shared three steps you can use to put you on the road to journey mapping success:
•Involve a broad, cross-functional team;
•Involve customers;
•Select the right journey to map
This white paper gives more detail on how journey mapping practitioners and vendors conducted their journey mapping programs, and their best advice for journey mapping success. Also, join us at our upcoming journey mapping round table for the chance to share and hear from your peers on journey mapping success.