Traditional customer journey maps tend to only look for those parts of its customers’ lives that it has some direct interest or control over.
That makes them insular, even blinkered.
It teaches organisations to only see half the story and lose the context.
To see the product, the process, not the person.
This presentation will show you not only where customer journey maps went wrong, but how to fix it.
It will point towards the next generation - more akin to a customer landscape than a map.
We call them Lifelines.
Customer Journey Mapping. Reinvented.