In this episode, Paul and Mike are joined by their colleague Ariane Fund, a Principal in the Customer Experience practice and resident "Customer Research" expert, to discuss different ways CX practitioners can deliver value to organizations by scaling and operationalizing their journey mapping efforts, including: 1) leveraging a Journey Atlas to understand the whole picture and help organizations determine where to focus on customer improvements, 2) Leveraging data and data-drive tools to visualize and analyze journeys, 3) scaling journey capabilities through training and the concept of journey champions and owners, and 4) codified governance processes to prioritize and drive accountability to achieve their expected ROI of improvements.
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