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.
• 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.