Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience.

Resources mentioned:

• Everybody Matters (book), by Bob Chapman
• AirBNB’s 10 Star Experience (article)
• CX Journey (website), by Annette Franz
• Designing CX (website)

Key takeaways (starts at 28:44):

1. Journey Maps are easier than you think, so just get started.
2. Customers will give you the deepest insights
3. Journey maps are one tool in the CX toolkit
4. Digitise and display your journey map so staff can see it.
5. If nothing changes, nothing changes.