In this episode, I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.
Learn why should you should be using the customer journey map to assess customer loss and growth, hold leaders accountable, and connect silos to unite the organization.
Samir Bitar, Director of the Office of Visitor Services at the Smithsonian Institution, shares how customer journey mapping helped clarify his role and how it was used to create a unified understanding of the visitor experience across the Smithsonian’s many museums and affiliates around the world.
In a six-year CCO run, what should you be trying to achieve each year?
When you take on journey mapping, make your first action gaining agreement on the names of the stages of your customer journey.
Alignment around experience (CX competency 2) is more than touchpoint mapping, it’s a way to transform accountability and the language of leaders.