From the course: Journey Mapping: Case Study in Action
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Building a customer journey mapping team
From the course: Journey Mapping: Case Study in Action
Building a customer journey mapping team
- A group of customer experience professionals was polled about the most crucial factor for journey mapping success. Their answer might surprise you. They ranked involving a cross-functional team as the most important part of success. Choosing the right people and creating the right team is vital to supporting your journey mapping goals. I want you to consider three questions as you put together your team. One, who thinks the goal we've defined is important to the business? Two, who is best positioned to inform our journey map from the customer's perspective? And three, who should be invested in the outcomes but may currently feel out of touch with the customer experience? Let me break that down a bit. First, who thinks the goal we've defined is important to the business? Journey maps should never happen in secret. They serve a real business purpose and for that, we need support from leadership. Since we've defined our…
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