A resource for customer experience (CX) and experience management (XM) professionals.
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When Journey Maps Don't Go the Distance

When Journey Maps Don't Go the Distance

The customer journey map is a valuable qualitative tool for understanding customer needs and expectations at each phase of the customer lifecycle. But there are traps, or “detours,” that can take you off course. In this three-episode series, Steve and CX experts discuss those detours and how to avoid them when mapping your customers’ journey.

So you have a journey map… what now?

So you have a journey map… what now?

Released: July 10, 2018 6:00 am

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.

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Don’t drive past your customers!

Don’t drive past your customers!

Released: July 3, 2018 6:00 am

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.

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Steer clear of the process map

Steer clear of the process map

Released: June 26, 2018 6:00 am

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.

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