CX & Journey Map Reading List
No spam. This is a monthly (or less frequent) reading list with links to articles we like on journey mapping and customer experience.
A Sampling of Resources from Past Reading Lists
Using Customer Journey Maps to Improve Customer Experience
HBR defines a framework for looking at each stage of the CX: Actions, Motivations, Questions and Barriers
What is Journey Mapping?
Journey map overview providing details of what is a journey map with specific benefits organizations can gain
How to Create a Customer Journey Map
Overview of types of journey maps, how to create them and best practices
What is Customer Journey Mapping & Why is it Important
Salesforce overview of the benefits of customer journey mapping with a focus on tying into customer service
User Journey Map: The Key to Understanding Your Customer
Deep dive into how customer journey mapping helps define customer needs, problems and interactions
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