Maps are essential for getting from point A to point B. They provide a visual representation of the route one needs to take as well as how to navigate along the way. Similarly, journey maps help business stakeholders define exactly what customers want and what the customer journey actually looks like. When done correctly, they can help businesses achieve their goals by revealing opportunities for improvement and optimization.
In today’s episode, our guest, Jeannie Walters talks about journey mapping, what key elements are needed to map a digital first customer experience, and what business data are most beneficial to understanding the customer experience.
Jeannie Walters is the CEO & Founder at Experience Investigator, a global customer experience consulting firm helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience.
Jeannie was named one of the Huffington Post’s “Top 100 Most Social Customer Service Pros on Twitter," Tenfold’s “Top 40 Customer Success Influencers,” one of “The Top 5 Women Customer Experience Influencers” by CloudCherry. Her mission is “To Create Fewer Ruined Days for Customers™.”
In This Episode
01:02 - Why Jeannie is passionate about journey mapping
02:14 - The main goal of journey mapping
03:43 - The key elements needed to map the digital first customer experience
06:25 - What CX leaders should strive for
08:06 - What are some ways to collect customer feedback for journey mapping
09:56 - What business data are most helpful in understanding the customer experience
Favorite Quotes
01:31 - "Journey mapping is a tool that we have in our toolkit that really can help us understand our customer needs better. It can help us anticipate what the future will hold. And it's a really great tool to get everybody on the same page, to understand more so that we can make more strategic decisions moving forward." - Jeannie Walters
03:14 - "I like to say journey mapping is a verb, not a noun because it really is about the process of gaining those insights and then acting on them. That's what ultimately improves the customer experience. The map itself, it doesn't really do that. We have to do that. And so, the mapping is what's most important, but we need to know the goal before we start." - Jeannie Walters
04:52 - "The power of customer journey mapping is really stepping into what is actually happening with the customer." - Jeannie Walters
09:25 - "If you really get to know who your customers are, you can start expanding that lens and look at who are these people and what is their real life like because that can really give you data points about where they are in the market or where they are regionally or culturally. There are some differences we have to consider." - Jeannie Walters
Connect with Jeannie Walters
LinkedIn
Experience Investigators
Year of CX
Visit NICE
Website - www.nice.com
Facebook - https://www.facebook.com/OfficialNICELtd/
YouTube - https://www.youtube.com/c/NICESystems
Twitter - https://twitter.com/NICE_CX
Linkedin - https://www.linkedin.com/company/nice-systems/posts/?feedView=all
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