19 min listen
The 6 Steps of Customer Journey Mapping | Annette Franz
FromCX Conversations
ratings:
Length:
23 minutes
Released:
Jun 25, 2020
Format:
Podcast episode
Description
In this episode of Customer Service Secrets, we are talking about journey mapping with Annette Franz. Annett is the founder and CEO of CX Journey Inc. She is an expert in this area and has a wealth of experience in applying it. Oftentimes people don’t know where to start journey mapping or they think they are doing it when in reality they aren’t at all. Annette talks through the steps she typically goes through, what journey mapping really is, how to do it effectively and how to use it. Sometimes it needs revisiting every so often and we discuss this as well.Annette’s Background 1:07What is Journey Mapping 2:55How to Do it Right 6:12What to do WITH a Journey Map 14:46 Revisiting Journey Map 17:49“A lot of companies... try to just identify things in the current state map... but they don’t get at the root of the problem, which is something internally.” 12:39
Released:
Jun 25, 2020
Format:
Podcast episode
Titles in the series (100)
The Power of Marketing and the Customer Experience | Dan Gingiss: In this episode, Gabe chats with Dan Gingiss, who has held marketing and customer service roles at Fortune 300 companies including McDonald’s, Discover, and Cubana. Dan discusses why these two functions — marketing and customer experience — will... by CX Conversations