CJM Customer Journey Mapping Archives

29 Feb Caution: B2B Journey Mapping Is Different, Proceed Accordingly

Posted at 14:19h in Business, Client Experience, Journey Mapping, Professional Services Category, Tools/Resources 0 Comments

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The scary reality is, many B2B companies (especially professional services firms) unknowingly use the same approach as an online retailer or a car dealership or a mid-market hotel chain....

29 Feb Is Your Firm’s Journey Mapping Outcome-Oriented?

Posted at 06:33h in Business, Client Experience, Journey Mapping, Operations, Tools/Resources 0 Comments

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Client Journey Mapping is commonly done with a lack of concrete and actionable foresight about what the firm wants to gain from the exercise. We plan your journey mapping with an abundance of forethought...

09 Jan Customer Journey Mapping: Podcast 9

Posted at 17:15h in Business, Podcast 0 Comments

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In this podcast, Sarah Wechsberg and Steven Keith discuss customer journey mapping with Valerie Peck, founder of Suite CX....