Talking CX with Annette Franz - Part 3

Tuesday, Jun 28th 2022
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In episode 3 of our InspireCast podcast series based on the white paper, "Don't Waste Your Time With Customer Journey Maps", customer experience expert Annette Franz walks us through how to properly measure and maintain a customer journey map over time so that it remains relevant and impactful. 

Some key take-aways include:

  • The importance of assigning ownership over the customer journey map across the business
  • Establishing Key Performance Indicators (KPI's) for proper measurement
  • Keep it current. Customer journey maps need to be updated on a regular basis in order to ensure they remain relevant
  • Bring your CJM to life. Put a living, breathing version of your customer journey map on display in a common area for employees to explore