What data is required to create a customer journey map?
In this episode of our Connecting the Dots podcast, we look at customer journeys and how the process of journey mapping helps you understand your customers better.
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With the help of Amy Scott, service design expert and founder of Sedulous, Claire Sporton, SVP of customer experience for Confirmit, and Stacy Sherman, head of CX for Schindler Elevator Corp (USA). & owner of DoingCXRight.com, we discuss:
- What customer journey mapping is
- How to map 'as is' and 'to be' journeys
- Why data is central to successful journey mapping
- The type of data required and the role of Voice of the Customer programmes
- How to map journeys for products that haven't yet been launched
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| Amy Scott | Claire Sporton | Stacy Sherman |
| Founder, Sedulous |
SVP of CX, Confirmit |
Head of CX, Schindler Elevator Corp (USA) |
Additional resources
To support the podcast, the following resources may also be valuable to you:
- 9 sample journey maps and what we can learn from them
- How to create a customer journey map
- Customer journey mapping: best practices
For a full transcription of this podcast, click here
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