How to get to grips with customer journeys by MyCustomer published on 2019-10-07T15:20:11Z In this episode of Connecting the Dots, we’re looking at customer journeys, specifically customer journey mapping and how the process of plotting out your customers’ journeys helps you understand them better - and make more informed decisions for the benefit of the experience your customers have with your brand. With the help of Amy Scott, service design expert and founder of Sedulous, Claire Sporton, SVP of customer experience for Confirmit, and Stacy Sherman, head of CX for Schindler Elevator Corp (USA), we discuss: - What customer journey mapping is - How to map 'as is' and 'to be' journeys - Why data is so central to successful journey mapping - The type of data required and the role of Voice of the Customer programmes - How to map journeys for products that haven't yet been launched Here's some additional resources: - https://www.mycustomer.com/experience/engagement/nine-sample-customer-journey-maps-and-what-we-can-learn-from-them https://www.mycustomer.com/experience/engagement/how-to-create-a-customer-journey-map https://www.mycustomer.com/CJM_guide Genre Business
