Patto Presents - Epochal Growth - Customer Centricity Through Journey Mapping

Mat's away on sabbatical, so this month we're sharing an episode of Epochal Growth, hosted by Sarah Caminiti and featuring Ben McCormack.

Huge thanks to Sarah for sharing her interview with us. To hear more from Sarah on Epochal Growth, visit https://www.epochaloperations.com/epochal-growth

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In Episode 6 of Epochal Growth, host Sarah Caminiti sits down with Ben McCormack, currently a fractional executive at Boldr and a seasoned customer experience professional. Ben and Sarah take a closer look at the world of customer journey mapping and its critical role in driving customer-centricity within organizations.

Ben shares the possibilities when you focus on cross-functional collaboration and aligning teams around the customer journey. He provides examples of how journey mapping can pinpoint and resolve issues at various stages, emphasizing the power of naming journey stages to enhance communication and organizational alignment. The episode offers practical techniques for socializing the customer journey, such as customer learning rooms and spotlighting customer stories, highlighting the need for leaders to grasp the entire customer journey to identify trends and root causes of customer challenges.

Discover how journey mapping can unify your company around customer value and drive significant business impact. Tune in to learn how you can leverage this powerful tool to enhance customer experience and achieve greater organizational success.