Master the art of journey mapping and you have a powerful customer experience (CX) change management tool. Part of the art is following a well-defined journey mapping process, and part is adopting the right governance model. In episode 13 of the CX Cast, we talk with Joana van den Brink Quintanilha about how companies must Adopt The Right Governance Model For Their Journey Mapping Efforts. She describes how the right governance model, applied alongside the right journey mapping approach, creates accountability, prioritization, and sustainability for CX professionals' journey initiatives. Joana also breaks down journey mapping approaches along two dimensions: ad hoc to systematic and reactive to proactive. For more on this research, check out Joana's webinar on the topic, or releated reports on Journey Mapping Best Practices and Future-State Journey Mapping.