You have mapped your customer journeys. Workshops were held, maps were drawn, perhaps a consultancy was involved. Yet the maps now sit in a slide deck, and little has changed as a result.
A map is only worth the change it drives. The discipline that matters is not mapping but management: knowing which journeys carry the most value, who owns them, and how they are kept live and acted upon. This diagnostic establishes whether you are managing your journeys or simply documented them once, and sets out what to put in place.
Is this your Organisation?
- CX CONSULTANCY
Customer Journey Management Diagnostic
Turn journey maps that gather dust into journeys someone actually owns.
WHAT THE DIAGNOSTIC COVERS
Six dimensions of managed journeys
Your journeys are assessed against the elements that separate a managed discipline from a mapping exercise carried out once and shelved.
01
PRIORITIES
Journey selection and priorities
Whether the journeys you focus on are the ones that matter most to customers and to the business, rather than the ones that were easiest to map.
03
MOMENTS
Moments of truth
How well you have identified the moments where loyalty is won or lost, and the pain points and effort that quietly drive customers away.
05
INSIGHT
Journey measurement
Whether each priority journey is measured at journey level, and how that connects to your Voice of Customer and operational data.
02
EVIDENCE
Current-state mapping
Whether your maps reflect the journey as customers actually experience it, grounded in evidence, or an internal view of how it is meant to work.
04
OWNERSHIP
Ownership and governance
Who owns each journey end to end across functional boundaries, and whether there is a mechanism to keep maps current rather than frozen in time.
06
ACTION
Improvement and embedding
Whether insight from the journeys turns into prioritised change, and whether journey thinking is embedded in how the organisation makes decisions.
HOW IT WORKS
A focused engagement, run with your team
01
Scope
A short scoping conversation to agree focus and access.
03
Interview
Interviews across the CX lead, journey and process owners, the front line and the executive sponsor. In some cases, with the client's agreement, customers may also be interviewed.
02
Review
A review of existing journey maps, journey data, Voice of Customer and operational results.
04
Read out
Assessment against the framework, followed by a findings session with your team.
A written assessment of how your journeys are managed against each of the six dimensions, with a prioritised portfolio and a clear target state. Presented in an executive readout, so the findings land with the people who can act on them.
WHAT YOU RECEIVE
The Journey Management Plan
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A prioritised portfolio of the journeys that matter most
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A maturity rating for how each priority journey is currently managed
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The moments of truth where loyalty is won or lost
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A recommended ownership and governance model to keep maps live
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An executive readout to align your team