A lot of journey maps start with empathy.
Some end with insight.
But far too few ever lead to 𝗿𝗲𝗮𝗹 𝗱𝗲𝗰𝗶𝘀𝗶𝗼𝗻𝘀.
Because for many organizations, journey mapping is still treated as a 𝗖𝗫 𝗶𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲—not a 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆.
And that’s the problem.
𝗛𝗲𝗿𝗲’𝘀 𝗪𝗵𝗮𝘁 𝗛𝗮𝗽𝗽𝗲𝗻𝘀 𝗔𝗹𝗹 𝗧𝗼𝗼 𝗢𝗳𝘁𝗲𝗻:
• Teams map the journey with good intentions
• They identify a dozen pain points
• They color-code the map and… hang it on a wall
• Then they go back to business as usual
The result?
Great discussions. No momentum. No budget. No change.
𝗕𝘂𝘁 𝘁𝗵𝗲 𝗕𝗲𝘀𝘁 𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀 𝗧𝗿𝗲𝗮𝘁 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝗠𝗮𝗽𝗽𝗶𝗻𝗴 𝗗𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗹𝘆
They don’t just map experiences.
They use those maps to 𝗽𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 𝗶𝗻𝘃𝗲𝘀𝘁𝗺𝗲𝗻𝘁𝘀, 𝗮𝗹𝗶𝗴𝗻 𝗱𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁𝘀, 𝗮𝗻𝗱 𝗯𝘂𝗶𝗹𝗱 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗰𝗮𝘀𝗲𝘀.
Because customer experience isn’t a feel-good project—it’s a lever for retention, efficiency, growth, and loyalty.
𝗧𝗵𝗶𝘀 𝗜𝘀 𝗪𝗵𝗲𝗿𝗲 𝘁𝗵𝗲 𝗜𝗠𝗣𝗔𝗖𝗧™ 𝗠𝗲𝘁𝗵𝗼𝗱 𝗘𝗹𝗲𝘃𝗮𝘁𝗲𝘀 𝘁𝗵𝗲 𝗪𝗼𝗿𝗸
It’s not just about what the customer feels.
It’s about what the business 𝗱𝗼𝗲𝘀 next.
• 𝗣 = 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲 pain points and opportunities based on both impact and effort
• 𝗖 = 𝗖𝗼𝗻𝗻𝗲𝗰𝘁 insights directly to KPIs—like cost to serve, revenue lift, or churn reduction
• 𝗧 = 𝗧𝗮𝗸𝗲 𝗔𝗰𝘁𝗶𝗼𝗻 with clear owners, deadlines, and business alignment
This is how journey mapping 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝘀 from a workshop deliverable into a living, breathing business tool.
𝗪𝗵𝗲𝗻 𝗬𝗼𝘂 𝗗𝗼 𝗜𝘁 𝗥𝗶𝗴𝗵𝘁…
Journey maps don’t gather dust.
They drive product roadmaps, service improvements, and operational redesign.
They show leaders where to invest—not just where to care.
𝗜𝗳 𝘆𝗼𝘂𝗿 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗺𝗮𝗽 𝗱𝗼𝗲𝘀𝗻’𝘁 𝗶𝗻𝗳𝗹𝘂𝗲𝗻𝗰𝗲 𝗵𝗼𝘄 𝘆𝗼𝘂 𝘀𝗽𝗲𝗻𝗱, 𝗯𝘂𝗶𝗹𝗱, 𝘀𝘁𝗮𝗳𝗳, 𝗼𝗿 𝘀𝗰𝗮𝗹𝗲—𝗶𝘁’𝘀 𝗻𝗼𝘁 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆.
It’s just storytelling.
𝗡𝗲𝘅𝘁 𝗨𝗽:
𝗣𝗮𝗿𝘁 𝟰 𝗚𝗼𝗶𝗻𝗴 𝗗𝗲𝗲𝗽𝗲𝗿 — 𝗘𝗺𝗼𝘁𝗶𝗼𝗻𝗮𝗹 𝗚𝗮𝗽𝘀, 𝗠𝗼𝗺𝗲𝗻𝘁𝘀 𝗼𝗳 𝗧𝗿𝘂𝘁𝗵, 𝗮𝗻𝗱 𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗥𝗲𝗮𝗹𝗶𝘁𝘆
How to uncover the disconnects between what customers feel and what employees believe they deliver.
🗣️Let’s talk about how to turn your customer journey into a business advantage.
