In this episode of Customer Service Secrets, we are talking about journey mapping with Annette Franz. Annett is the founder and CEO of CX Journey Inc. She is an expert in this area and has a wealth of experience in applying it. Oftentimes people don’t know where to start journey mapping or they think they are doing it when in reality they aren’t at all. Annette talks through the steps she typically goes through, what journey mapping really is, how to do it effectively and how to use it. Sometimes it needs revisiting every so often and we discuss this as well.

Annette’s Background 1:07
What is Journey Mapping 2:55
How to Do it Right 6:12
What to do WITH a Journey Map 14:46
Revisiting Journey Map 17:49

“A lot of companies... try to just identify things in the current state map... but they don’t get at the root of the problem, which is something internally.” 12:39