by Annette Franz | Sep 4, 2019 | customer experience lifecycle, customer journey, journey map, journey mapping, moment of truth, service blueprint, touchpoint mapping, touchpoints
Today’s post in an excerpt from my first book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). The book is available on Amazon as of this morning! Transforming the customer...
by Annette Franz | Aug 14, 2019 | customer experience, customer experience design, customer experience journey, customer journey, CX vision, cxjourney, journey map, journey mapping, service blueprint, Uncategorized
Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t...
by Annette Franz | May 1, 2019 | customer experience, design thinking, employee experience, journey map, journey mapping
I hate to tell you this, but you’re just not.* I’ve been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I’ve learned a lot – or, rather, confirmed a lot. Namely, you might think...
by Annette Franz | Feb 13, 2019 | customer experience, digital platform, employee experience, journey map, journey mapping
Image courtesy of PixabayDo you know why it’s important to digitize your journey maps?In the past, I’ve written about some of the myths of journey mapping. One of those myths was:Without a digital mapping platform, I can’t even begin to map.You...
by Annette Franz | Feb 5, 2019 | journey map, journey mapping, storytelling
Image courtesy of PixabayI originally wrote today’s post for Story of Business. It appeared on their blog on August 3, 2018. Stories are a wonderful communication tool and a powerful teaching tool. They allow you to deliver a message in a way that engages the...
by Annette Franz | Nov 28, 2018 | customer experience, customer journey, cxjourney, design thinking, employee experience, journey map, journey mapping
Image courtesy of PixabayAre you adding data to your journey maps?Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that… …mapping tools had to evolve...
