I have had a journey with journey mapping. Through it, I have noticed different types of customer journey maps requiring different inputs and resulting in different outputs/impact over time. I think that there is a time and place for each type of journey map and that it is worth categorizing the kind you’re using or creating in light of what you intend to achieve. I also believe that customer journey maps (and personas and scenarios) if kept as “living assets”, can help give all your teams “line of sight” to your customers, and that they are a powerful catalyst for organizations looking to reinvent themselves as truly customer-centered and empathetic.
Read MoreJourneys in Journey Mapping
