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.

Resources We Trust

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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