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Driving Change through Journey Mapping

By Jim Tincher, CCXP posted 09-12-2017 03:11 PM

  
Too much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action. We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper. You can see a summary in the attached infographic. Look for this year’s journey mapping survey to go out next month!
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09-22-2017 04:56 PM

It largely depends on what you're looking to learn. My understanding is that the Temkin Group has good training on how to get started with journey mapping. Of course, I'm heavily biased towards our training...

But the first question is really: What do you mean by journey mapping? It's unfortunate that this is the first question. But some - such as Oracle - suggest that journey mapping is all about a workshop. As you can see from the attached report, the second most critical item in a successful journey mapping initiative is to include customers - which they don't address at all. Relying on workshops have the unfortunate result of cementing internal biases as truth, which is why Temkin Group recommends journey mapping projects (involving research) for those critical journeys.

You can also check out the CXPA Marketplace to find more from vendor partners. I hope that helps!
Jim

09-22-2017 04:39 PM

What is the best training organization for customer journey mapping?