BOOK RESOURCES

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 

Other Resources

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?