tjeerdtraats: customer-journey*

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  1. I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement.

    In the spirit of sharing best practices, we at Heart of the Customer put together our Top 10 Reasons that Journey Mapping Projects Fail, a la David Letterman.

    Without further ado, let’s proceed!
    http://customerthink.com/the-top-10-reasons-customer-journey-mapping-fails/
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