Tools and Checklists
These tools are all referenced and discussed in the book.
- 6 Steps from Maps to Outcomes Checklist
- 30+ Reasons to Map Customer Journeys Whitepaper
- The Building Blocks of a Customer Experience Transformation
- Action Planning Template
- Communication Plan Template
- Empathy Map Template
- The Backbone of CEM, Journey Mapping Template, and Service Blueprint Template
Thought you’d enjoy these posts, which are related to the book content.
- Deliver New Value to Your Customers with Future-State Journey Mapping
- One More Journey Mapping Mistake
- The Secret Sauce to Achieve Outcomes with Journey Mapping
- You Aren’t Journey Mapping
- CX Journey™ Musings: The Problem with Journey Maps
- Journey Mapping Your Way to Better Customer Communications
- Telling Your Customer Stories through Journey Maps
- Why Do I Need Data in My Journey Maps?
- Using Journey Maps to Tell the Customer’s Story
- Have You Digitized Your Journey Map?