You may have noticed how departmental silos can limit progress and stifle innovation within your organization. By utilizing journey maps, you can encourage cross-functional collaboration, bringing together diverse teams to enhance communication and alignment. In this blog post, I will guide you through the benefits of journey mapping, enabling you to break free from isolation and create a shared vision that drives your organization’s collective success.

I am not an uncritical fan of NPS. But I am also not part of the consulting chorus declaring its imminent death and replacing it with proprietary, unproven alternatives. What I am is pragmatic, and in this article, I’d like to unpack what that really means.

Customer journey mapping is widely used in CX programmes, but too often it fails to deliver on its potential. This isn't because the idea is flawed; it's because of how it’s typically approached. With the right mindset, process, and engagement across the organisation, journey mapping can be one of the most effective tools in the CX manager’s toolkit.