Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
More and more organizations are using journey management tools such as Milkymap and TheyDo. But they drown in the amount of options that such a tool offers.
How do you prevent this for your organization?
Go through the 7 steps that Zanna & Miranda discuss in this podcast and make a conscientious choice whether you need a journey management tool and if so, how it should support you.
📌 Step 1 Make a list of all journeys within your organizations on 2 levels.
📌 Step 2 Collect data to prioritize the journeys.
📌 Step 3 Map one journey and find the drivers.
📌 Step 4 Collect relevant internal data.
📌 Step 5 Create a journey team.
📌 Step 6 Introduce a bi-weekly rhythm for improving the journey.
📌 Step 7 See measurable results in 2 to 3 months.
Go through steps 3 to 7 with one journey so you can learn and experiment. Only then start mapping the next journey.
After going through the 7 steps, you can make your own smart choices when it comes to your journey management.
(1:41) Why this podcast?
(02:55) Step 1: List all journeys
(05:45) Step 2: Collect data
(10:41) Step 3: Map one journey and find the drivers
(14:39) Step 4: Collect relevant internal data
(15:30) Step 5: Create a journey team
(16:57) Step 6: Introduce a rhythm for improvement
(18:24) Step 7: See measurable results in 2 to 3 months
Join the Champions League of Customer Experience Transformation! Sign up for weekly inspiration: https://zannavanderaa.com/cxleague/
For timestamps see below.
More and more organizations are using journey management tools such as Milkymap and TheyDo. But they drown in the amount of options that such a tool offers.
How do you prevent this for your organization?
Go through the 7 steps that Zanna & Miranda discuss in this podcast and make a conscientious choice whether you need a journey management tool and if so, how it should support you.
📌 Step 1 Make a list of all journeys within your organizations on 2 levels.
📌 Step 2 Collect data to prioritize the journeys.
📌 Step 3 Map one journey and find the drivers.
📌 Step 4 Collect relevant internal data.
📌 Step 5 Create a journey team.
📌 Step 6 Introduce a bi-weekly rhythm for improving the journey.
📌 Step 7 See measurable results in 2 to 3 months.
Go through steps 3 to 7 with one journey so you can learn and experiment. Only then start mapping the next journey.
After going through the 7 steps, you can make your own smart choices when it comes to your journey management.
(1:41) Why this podcast?
(02:55) Step 1: List all journeys
(05:45) Step 2: Collect data
(10:41) Step 3: Map one journey and find the drivers
(14:39) Step 4: Collect relevant internal data
(15:30) Step 5: Create a journey team
(16:57) Step 6: Introduce a rhythm for improvement
(18:24) Step 7: See measurable results in 2 to 3 months