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Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. The immediate next step for this type of map is to do some customer research.

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The Ultimate Guide to Customer Experience Workshops

SurveySparrow

Incorporate interactive exercises, brainstorming sessions, and role-playing to keep the energy high and the creativity flowing. These are actionable insights and a roadmap for implementing changes and improvements based on workshop discussions. . #2 Combine presentations, visuals, and practical exercises.

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6 Key Takeaways From ‘Managing Friction Between Customer Success and Other Company Departments’ Panel

ChurnZero

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. Take the initiative to align on your product roadmap. Matt Kearns, Sr.

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A Step-by-Step Guide on Using the Voice of the Customer Capabilities to Ensure Customer Success

SmartKarrot

The findings are shared with the Product Team in a regular sync up between the Customer Success Managers and the Product Team. The interactions between the two primary stakeholders in the customer success world helps define the roadmap for the platform which is a key contributor to ensuring customer success.