Customer Journey Mapping as a Unifier Across Silos
Download the presentation
On September 14, 2021, Phase 5 Partner Andreas Noe and Phase 5 client Tanya Fowler (Head of Customer Experience at FCT) were featured speakers at the Insights Association's X Event. Their presentation,
Customer Journey Mapping: Driving a Customer Centric Culture from the Outside In
is now available to download.
This Phase 5 / FCT case study illustrates how Customer Journey Mapping was used to break down silos and create a shared understanding of experiences for the customer. This presentation also dives deeper into the "Aha Moments" and Lessons Learned during the journey mapping process, ultimately getting us to the customer's "Victory Circle".
Some key takeaways include:
How what we knew, what we imagined and what we learned were all different, and how those insights informed our actions.
How to engage a cross-functional team in problem solving based on the info above.
How to assess and prioritize a multitude of creative ideas in order to choose the most impactful solution.
