Journey mapping is a core discipline and competency of leading organizations. No longer considered a marketing or customer success initiative, leaders are realizing that everyone benefits from understanding journey maps and how they can be acted upon. And by ‘everyone’ I mean everyone – from Finance to R&D/Engineering to Facilities. Directly or indirectly, every job contributes to measurably delivering a consistent, valued customer experience.
While the concept of sharing journey maps and coaching employees on how to operationalize them in their jobs is widely agreed upon, implementation typically meets with resistance. Common objections include:
