How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns

My Rock, My Story: Building a Customer Journey Map from Scratch at the Smithsonian
February 9, 2018

My Rock, My Story: Building a Customer Journey Map from Scratch at the Smithsonian

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.