Fantastic video, one of the best and to be honest most practical explanations of Customer Journey Mapping I've ever come across. 1. Perform customer research (Observation, Interviews, Surveys) 2. Create map template best suited to your organisation (Sample illustrates good example of potential lanes any org could use) 3. Pinpoint at each stage of the journey highs and lows as indicated from customer research. 4. Use these to identify areas of opportunity to improve the customer journey Well explained with tons of examples. Great vid, thank you.
I should have not bothered watching this judging from what the other commenters have said. I should have stopped watching the moment the main speaker said "let's jump to a finished customer journey map..." . this renders this video nearly useless from the perspective of someone wanting to know where to start with the customer journey map. a farmore practical approach would be to show it step by step, visually, not just talking about it.
