170: Supercharge Your Journey Mapping | Part 1

Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and "jobs to be done" frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent and divergent. In this episode, we overview when and how to apply convergent methodologies. Next week, we'll talk about divergent methodologies.
Relevant reading:

"Supercharge Your Journey Mapping"
"Executive Q&A: Reboot The Team With An Empathy Map"
"How To Map Your Customer Experience Ecosystem"
"The Journey Analytics Road Map: From Start To Scale"
"The Customer Journey Atlas In Six Steps"
"The Seven Steps Of Highly Effective Journey Mapping"

Om Podcasten

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.