Customer journey mapping is like a beacon of light in the quest for better customer experiences. It helps businesses understand their customers' interactions and guides them toward improvement.
But measuring its impact and effectiveness is no small feat. It demands meticulous analysis of extensive data, which takes time and resources. Moreover, keeping up with the ever-evolving customer journeys makes measuring long-term impact a daunting task.
Now, where do we go from here? Ignoring the impact is not a smart move. That’s why we invited 3 CX consultants who work across different industries to share their approaches to measuring the impact of journey mapping.
Meet:
- Amy Downs, Ceo and Founder of Customer Obsessing Consulting
- Debbie Levitt, CXO of DeltaCX
- Leanne Elich, CEO за Leanne Elich Consulting
The session already took place, but we have a recording for you.
Watch it to find out:
✔️ challenges in determining the right metrics to track and measure in journey mapping initiatives.;
✔️ strategies for connecting the insights from journey mapping with actual business outcomes;
✔️ ways to effectively communicate the impact and value of journey mapping to stakeholders.
