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 | Jul 16, 2019 | analytics, customer experience, customer feedback, data, insights, journey mapping, personas
With whom and how do you socialize customer insights? You’re listening to customers. You’re combining their feedback with those bread crumbs of data that they leave with every transaction and interaction with your brand. You’ve developed customer...
by Annette Franz | Jul 3, 2019 | budget, customer experience, customer experience design, customer experience journey, journey mapping, Uncategorized
Are you making this mistake when journey mapping? We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts: 5 Myths of Journey Mapping, in which I wrote about: I’ve mapped; I’m done. One map...
by Annette Franz | Jun 12, 2019 | customer experience, design thinking, employee experience, journey mapping, service blueprint
In today’s post, I reveal the secret sauce for journey mapping success. Are you ready? There’s a lot of bad press out there about journey mapping. And there’s a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I...
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...
