I was in a meeting this week and discussion around mapping the customer journey occurred. The discussion was regarding the steps needed to implement a new customer facing solution. Happily, everyone agreed that the organization’s customer journeys by customer profiles were a needed input when implementing a customer facing solution. “Great!” I thought to myself, “Customer understanding is starting to be baked into this organization’s thinking.”
I listened and waited for the discussion to move to the next step of designing the implementation, which it quickly did once it was concluded that taking existing journey maps and reviewing them with the team for updates was all that was needed.