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Level up your journey mapping skills
Expert tips on the most common questions when journey mapping
By Sabina1 author17 articles
Case Study #1 How to capture the customer context
Case Study #2 Implementing a new digital channel (chatbot)
Case Study #3 Stepping into your customer's shoes
Case study #4 Where does the customer journey start and end?
Create themes and storylines in a customer journey map - a great way to convey your message
How do I convince people not experienced with journey mapping to use tools - like sophisticated ones like Custellence?
Should I draw a third customer journey to bridge the gap between the “as-is” and the “to-be” map?
Is it right or wrong to use assumption based improvements and test them in a pilot setting?
How do I get the different detail levels right in a customer journey map?
How do you manage stakeholders to create a successful journey mapping environment?
What is the difference between steps and actions in a customer journey map?
How do I drill down and link maps?
Should I put all touchpoints in a single lane or do I put them all in separate lanes?
Who should own the customer journey?
How do I deal with a customer journey that has multiple paths?
How do I deal with customer situations that I can't connect to any current touchpoints?
I have several primary customers, how do I map their customer journeys?