Journey mapping: that tried-and-true exercise of discovering your strengths as a company and the places in your customer’s journey where things could be improved. It’s a great tool to identify pain points and create empathy for your customers. But what about employees? Seems like it would be a great practice to build some empathy for your own team, right? Host Steve Walker welcomes Dr. Cecelia Herbert, principal XM catalyst at the Qualtrics XM Institute for a discussion on mapping the employee's journey.
A resource for customer experience (CX) and experience management (XM) professionals. 
Episodes tagged “journey mapping”
Most CX pros are familiar with customer journey mapping – the process that identifies the path customers take when interacting with your company. We’ve done a few episodes on it already and you can check those out on cxleaderpodcast.com. But what if we did a little more than just pinpoint problems and build empathy for our customers? What if we included the customer in the process and they help design improved experiences? In other words, we turn the journey mapping process up to eleven! Host Steve Walker welcomes Justin Zalewski, director of product design and strategy at Studio Science, for a discussion on service design.
“Social distancing” has become the term saturating the news and social media. Experts all agree that the best way to fight the spread of the coronavirus is to keep distance from others, when possible, and practice some basic hygiene, like washing our hands. That makes things a bit difficult for CX professionals who are used to leading exercises like journey mapping and other workshops that require people to collaborate in the same space. Host Steve Walker and guest Kristina Kittle, vice president of advisory services, discuss ways CX leaders can move to virtual workshop experiences.
Customer journey maps are an excellent resource for companies to refine their CX initiatives, but companies often leave them on the shelf to collect dust. In the third of our series on avoiding the detours that can prevent your journey maps from going the distance, Steve welcomes back CX expert Allison Grayson, a vice president at Walker, to discuss how companies can activate their journey map, taking full advantage of their value.
Companies are always looking to save time and money by taking shortcuts, but don't be tempted to detour around your customers' feedback or you might find your journey map is not accurate to your customer experience. Steve discusses how to avoid this detour with Krista Roseberry, a vice president at Walker, and Tracy DeCarlo, director of performance management, client and member services at ELAP Services.
Journey mapping is a powerful tool in the CX leader's arsenal, but there are some "detours" you should avoid. In the first of a three-part series, Steve discusses how to avoid the process map detour with guests Melissa Meier from Walker, and Sheila March from Ascension Ministry Service Center.