Head of Partnerships & Sales
More than Metrics
Journey Map Operations TM – A customer centric management tool for organisations
Journey Map Operations allows you to set up a management structure to coordinate customer experience across organisational silos. It helps to operationalise your journey maps and create a multi-level structure, starting from high-level maps (customer lifecycle) that connect to multiple sub-level maps. The latter include personas and deal with specific journeys / challenges, whereas the high-level ones sum up KPIs, projects, what if scenarios.
3 key delegate takeaways from session:
- how to coordinate customer journey maps across teams
- how to connect planned and ongoing projects with journey maps
- how this helps to embed and scale service design within an organisation