This document discusses how a telecom provider worked to gain new insights into their customers' experiences. It describes analyzing customer journeys for internet and pay-as-you-go services in 2013 and 2014. Qualitative research was conducted to understand different stakeholder needs. The second edition of the customer journey analysis in 2014 focused on short-term implementations and long-term planning. The goal was high impact for customers with low effort for the company. Various uses of customer journey mapping were concluded, such as as a design, diagnostic, or business tool. A challenge discussed was how to communicate customer journeys that do not indicate negative experiences.