Customer Journey Mapping Success Series: The Untold Secrets

Journey maps are a best practice to determine customer needs and drive your organization to improve the customer experience. Unfortunately, a survey of customer experience leaders shows that 65% of mapping programs fail to drive action. Learn what differentiates programs that succeed from those that fail, and find out how the YMCA applied best practices to improve their member journey.

Key takeaways:
• The most common business problems that journey mapping is used to address.
• How successful journey mapping requires a different approach to gathering the voice of your customer.
• Who to include in your journey mapping sponsor and action teams.