Most people go about mapping the customer journey all wrong. They pull insiders together and ask them what they think the customer journey is.But you know who really knows the true customer journey? Customers.In this episode, we interview Susan Ganeshan, CMO at Clearwater Analytics, about the importance of communicating with — and listening to — customers.Join us as we discuss:

• How to unify a team to do the right thing for customers
• Stories of brands that deliver amazing customer experience
• Discovering the true customer journey by listening to customers
• Getting value through the ROI of product users

Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.