Podcast appearances and mentions of journey mapping

This episode's a little different — and kind of emotional. Lauren Wood, our incredible host since day one, is passing the mic to the amazing Lacey Peace. Before she signs off, Lauren reflects on the wild ride: 75+ episodes, millions of downloads, and countless insights about CX, AI, and leadership. Lacey, who's helped produce over 35 shows and reach 45+ million listeners as part of the Mission.org team, shares what drew her to the show (hint: she's a storytelling nerd in the best way) and what she's excited to explore next — from small business CX wins to how AI is quietly reshaping the employee experience. It's a thoughtful, fun, and inspiring handoff that sets the stage for a bold new chapter. Tune in to discover the incoming shifts in the show's guests, topics, segments, and more. Key Moments: 00:00: Passing the Mic to a New Host00:42: Lessons from 75+ CX Interviews: Lauren Wood's Farewell Insights01:42: Meet Lacey Peace: New Host with 45M+ Podcast Listener Reach02:41: Building Brand Trust Through Storytelling and Customer Journey Mapping03:47: Why Customer Experience Strategy Belongs to Every Business Function07:32: The Role of AI in Scaling B2B Customer Experience and Success Operations14:54: Empowering Teams: How Leadership and Employee Experience Drive CX18:46: B2B Lightning Round: Actionable CX Takeaways for Marketing, Product, and IT –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

If you're feeling stuck, I invite you to reach out to me! Let's hop on a Journey Mapping call. In this call, we'll go through what your vision is, what big assumptions you might be making that are holding you back, and how I can support you in moving forward.  You deserve to operate from a place of joy and fulfillment… place that's totally aligned with who you are and what you want in the world. I'm here to help, my love! www.consciousedge.com/schedule   Get full show notes at  www.consciousedge.com/ep050   In today's solo episode, Why Some People Build a Business and Create Wealth Reading Books While Others Can't, I'm diving deep into a pattern I see all the time. Why is it that some people can read a book, immediately take action, and build incredible success while others get stuck, frustrated, and never move forward? We'll talk about the real reason this happens, what role mindset and internal blocks play, and how you can finally break through and step fully into the success you're meant for. The summary:  Some people expect books and programs to deliver a “secret sauce” but success often depends on how you apply the information. Business fundamentals are simple; the "magic" is in how you act on them, not in constantly chasing new methods. Inner resistance, fear, and unconscious beliefs ("your big assumptions") often block you from taking action. It's not that the strategy or tool is broken, it's that fears of failure, rejection, judgment, or success itself can sabotage execution. Coaches and mentors share their methods openly, but it's up to individuals to overcome their personal mindset challenges. True success demands taking personal responsibility rather than blaming coaches, strategies, or external circumstances. Entrepreneurship requires becoming the kind of person who can hold bigger success, not just knowing the steps. Knowledge is easy to access. Real growth comes from doing the inner work to align your mindset with your goals. Looking for additional support?  Learn more about The Exponential Entrepreneur: This is a year-long coaching program for women business owners and real estate investors who don't need more strategy and suspect they themselves are the biggest obstacle in the way.    Disclaimer Connect with Us: Send questions and feedback to hello@consciousedge.com or DM @aleciastg on Instagram.

Ania Rodriguez was trained as an engineer.  She is Founder and CEO of JourneyTrack and a self-made entrepreneur. Ania's insights into modernizing journey mapping and reducing customer churn offer groundbreaking, actionable strategies for any organization interested in elevating customer experiences. Ania shares how journey mapping has evolved into a powerful tool for leaders to drive business outcomes: Discover how Ania Rodriguez transformed the CX landscape by moving from outdated manual methods to efficient journey management and how this shift can significantly reduce customer churn. Learn about the surprising, low-cost quick wins Ania shares that can immediately improve customer retention and satisfaction. Get inspired by Ania's insightful analogy comparing journey mapping to creating a movie and how it changes your perspective on customer experience....and so many more gems! We welcome Ania and her team at JourneyTrack as new sponsors of The Delighted Customers Podcast!     Meet Ania: Ania is a self-made entrepreneur who has made a name for herself, serving as a CX/UX advisor to Fortune 500 companies around the world for over two decades. Known for her focus on actionable results and quality,  Ania's leadership has resulted in double-digit growth for her first company, Key Lime Interactive, over the past decade. The company has emerged to become one of the leading user experience research firms in the United States. Her work as a CX/UX strategist and researcher demonstrated to her the need for a platform that could take her journey mapping vision to the next level. JourneyTrack is the tool that meets that vision. Ania's LinkedIn Email Ania mentioned: sales@journeytrack.io Contact Sales form Book a Demo form JourneyTrack website Journey Impact feature Workshops feature Blog post: How to Get Started with Customer Journey Mapping Blog post: Understanding Journey Mapping, Orchestration, and Journey Management Blog post: How a Journey Mapping Workshop can Drive Business Growth    

Facilitation isn't just about guiding a process—it's about creating meaning. And in this episode, Jim Kalbach, author of The Jobs To Be Done: Align Your Markets, Organization, and Strategy Around Customer Needs, shares how facilitation and Jobs to Be Done (JTBD) go hand in hand.We dive into the art of moving from insight to action, exploring how facilitators and leaders can use JTBD to break through assumptions, foster collaboration, and design experiences that truly serve the people they're meant for.Jim shares his own journey—from journey mapping to facilitation—revealing how shifting the focus from solutions to human needs changes everything.Find out about:Why facilitation isn't just about neutrality—it's about shaping meaningful outcomesThe power of customer journey maps as tools for conversation and sense-makingHow Jobs to Be Done helps teams focus on real human needs, not just solutionsWhy co-creation leads to better collaboration, alignment, and decision-makingHow to avoid “workshop amnesia” and keep momentum alive after a sessionPractical ways to embed customer-centric thinking into everyday workDon't miss the next episode: subscribe to the show with your favourite podcast player.Links:Watch the video recording of this episode on YouTube.Jobs to be Done ToolkitConnect to GUEST:Jim on AmazonLinkedIn Support the show✨✨✨Subscribe to our newsletter to receive a free 1-page summary of each upcoming episode directly to your inbox, or explore our eBooks featuring 50-episode compilations for even more facilitation insights. Find out more:https://workshops.work/podcast✨✨✨Did you know? You can search all episodes by keyword to find exactly what you need via our Buzzsprout page!

Send us a textSummary: How do you strike the perfect balance between automation and human connection in customer service? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with David Singer, Global VP at Verve, to explore the critical role emotional intelligence (EQ) plays in customer interactions. Dave shares compelling stories and practical insights on when automation should step aside to let human empathy shine. From AI-driven escalation detection to real-world examples of EQ saving the customer experience, this conversation is packed with actionable takeaways for business leaders.Detailed Analysis: Customer service is evolving fast, but one thing remains constant: customers want to feel heard. David Singer dives deep into the interplay between automation and human interaction, highlighting that while self-service tools are invaluable, there are moments when a real human connection is irreplaceable. He walks us through the nuances of identifying these moments—whether through journey mapping, intuition, or advanced AI tools that detect emotional shifts in real time.Dave illustrates his points with vivid anecdotes: a well-timed call from an online car retailer, an empathetic insurance agent cementing lifelong customer loyalty, and AI tools that recognize when an agent is emotionally drained. His key message? Emotional intelligence isn't just about customer experience—it's also about empowering employees to perform at their best.For businesses looking to optimize their CX strategy, this episode offers a fresh perspective on harmonizing automation with authentic human engagement. Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Send us a textSummaryKeith Hanks introduces a groundbreaking perspective on customer profiling by distinguishing between the Ideal Customer Profile (ICP) and what he terms the Actual Customer Profile (ACP). Drawing from his extensive experience in client success and program management, Hanks emphasizes the critical shift that occurs post-contract signing, highlighting how organizations must adapt their approach to serve and understand their existing customer base effectively.Detailed AnalysisThe Evolution of Customer ProfilesThe discussion reveals a fundamental transformation in how businesses should approach customer relationships in the modern era. Hanks introduces the concept of "love your customers, tolerate your prospects," emphasizing the distinct difference between pre-sale targeting and post-sale reality. This perspective challenges traditional customer profiling methods by acknowledging the gap between theoretical ideal customers and actual client relationships.Impact of Modern Work DynamicsA crucial insight emerges regarding the changing nature of customer relationships in the post-COVID landscape:Decreased tenure of client contacts due to remote work flexibilityReduced impact of non-compete clausesAccelerated need for re-onboarding and re-engagement strategiesGrowing importance of adaptable customer success strategiesCross-Functional ImplicationsThe analysis highlights the necessity for enhanced cross-functional collaboration:Integration between sales, marketing, and product teamsNeed for ongoing comparison between target profiles and actual customer behaviorImportance of adaptive learning and engagement strategiesFocus on developing next-generation power usersStrategic RecommendationsRegular assessment of actual customer profiles against ideal customer profilesDevelopment of micro-learning opportunities for evolving customer needsImplementation of power user identification and development programsCreation of adaptive engagement strategies for varying customer tenuresIntegration of AI tools for streamlined customer understandingBusiness Impact ConsiderationsShorter CRO tenures (averaging 17 months) affecting strategic continuityNeed for robust customer success metrics aligned with actual usage patternsImportance of identifying and nurturing power usersFocus on sustainable customer relationships over initial targetingNow you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

We all KNOW we should write goals ... but are they REALLY useful in your life?What if I told you there is a BETTER way to define, plan, track, and execute on your goals?Good news... there is! And today I am sharing this POWERFUL process that I offer to my Coaching Clients and Corporate Clients - and it's totally FREE.Join me on this guided Journey Mapping adventure; I promise you will never look at goal setting the same way again!If you were INSPIRED by today's episode and want to have Stacy lead an interactive workshop of Journey Mapping for YOUR TEAM, reach out to us HERE.PS- We are revamping our Field Notes newsletter. If you want to be in on the juicy insights and tidbits each month along with early release announcements, be sure to sign up HERE.IF you found today's episode helpful / interesting, would you be so kind as to share it with a friend?!

How does Journey Mapping help individuals and congregations support future church workers? Annie O'Donoghue (Manager, Standing Partnership) and Nick Sargent (Vice President, Standing Partnership) join Andy and Sarah for our Set Apart to Serve series to talk about their work with Standing Partnership and their role with Set Apart to Serve, what journey mapping is and how they used this tool to understand a second-career seminarian's journey through seminary, what they learned from conversations with seminarians and their wives, and how their new understanding will create more and better resources for those considering second-career church work. Christ's church will continue until He returns, and that church will continue to need church workers. Set Apart to Serve (SAS) is an initiative of the LCMS to recruit church workers. Together, we pray for workers for the Kingdom of God and encourage children to consider church work vocations. Here are three easy ways you can participate in SAS: 1. Pray with your children for God to provide church workers. 2. Talk to your children about becoming church workers. 3. Thank God for the people who work in your congregation. To learn more about Set Apart to Serve, visit lcms.org/set-apart-to-serve. Have a topic you'd like to hear about on The Coffee Hour? Contact us at: listener@kfuo.org.

In this podcast conversation, we discussed vision journey mapping, what it is and how it can help your team, organization, or yourself to vision for the future…whatever that future may be. From setting yourself and your teams up with the emotional capacity to have the conversation, to working through negative manifestations, to creating a self-paced plan, this episode will leave you jumping to craft your vision board. About the Featured Guest Temi has 15+ years of industry experience in product, project & change management and business analysis across the United Kingdom & North America. She has worked in start-ups, scale-ups and matured enterprises within B2B, B2C. She is a Maxwell certified leadership coach, a behavioral consultant and an executive coach. She works with technology organizations on team transformation. Follow Temi Bolaji-Jegede on LinkedIn References: Value List Template | Miroverse (To identify your values) Visioning Journey Map Template | Miroverse https://tinyurl.com/energyemotionsmc: A masterclass on building your emotional capacity masterclass (understanding the emotion & energy connection) The Women in Agile community champions inclusion and diversity of thought, regardless of gender, and this podcast is a platform to share new voices and stories with the Agile community and the business world, because we believe that everyone is better off when more, diverse ideas are shared. Podcast Library: www.womeninagile.org/podcast Women in Agile Org Website: www.womeninagile.org  Connect with us on social media! LinkedIn: www.linkedin.com/company/womeninagile/ Instagram: www.instagram.com/womeninagile/ Twitter: www.twitter.com/womeninagileorg  Please take a moment to rate and review the Women in Agile podcast on your favorite podcasting platform. This is the best way to help us amplify the voices and wisdom of the talent women and allies in our community! Be sure to take a screenshot of your rating and review and post it on social media with the hashtag #womeninagile to help spread the word and continue to elevate Women in Agile. About our Host: Emily Lint is a budding industry leader in the realm of business agility. Energetic and empathetic she leverages her knowledge of psychology, business, technology, and mindfulness to create a cocktail for success for her clients and peers. Her agile journey officially started in 2018 with a big move from Montana to New Mexico going from traditional ITSM and project management methodologies to becoming an agile to project management translator for a big government research laboratory. From then on she was hooked on this new way of working. The constant innovation, change, and retrospection cured her ever present craving to enable organizations to be better, do better, and provide an environment where her co-workers could thrive.  Since then she has started her own company and in partnership with ICON Agility Services serves, coaches, and trains clients of all industries in agile practices, methodologies, and most importantly, mindset. Please check out her website (www.lintagility.com) to learn more. You can also follow Emily on LinkedIn (https://www.linkedin.com/in/emilylint/).  About our Sponsor Scrum.org is the Home of Scrum, founded in 2009 by Scrum co-creator Ken Schwaber focused on helping people and teams solve complex problems by improving how they work through higher levels of professionalism. Scrum.org provides free online resources, consistent experiential live training, ongoing learning paths, and certification for people with all levels of Scrum knowledge. You can learn more about the organization by visiting www.scrum.org.

Join Cardinal's Chief Growth Officer, Lauren Leone, and Sr. Creative Director, Jean Zhang, as they dive deep into how healthcare marketers can enhance their strategies by mapping out user journeys, demonstrating real value, and refining unique selling propositions (USPs). Learn how to leverage data-driven insights, test value propositions, and engage with stakeholders to create meaningful touchpoints throughout your patients' digital experience. If you're looking to make your brand messaging more empathetic, timely, and impactful, this is the episode for you! RELATED RESOURCES Full-Funnel Healthcare Marketing: How to Engage Patients at Every Step of Their Journey  - https://www.cardinaldigitalmarketing.com/healthcare-resources/podcast/full-funnel-marketing-engage-patients-throughout-journey/  Navigating the Healthcare Landscape: Mapping the Patient Journey - https://www.cardinaldigitalmarketing.com/healthcare-resources/podcast/navigating-the-healthcare-landscape-mapping-patient-journey/  7 Ways Digital Marketing Can Improve The Patient Experience -  https://www.cardinaldigitalmarketing.com/healthcare-resources/blog/7-ways-digital-marketing-improve-patient-experience/ Marketing's Role at Each Step of the Patient Experience - https://www.cardinaldigitalmarketing.com/healthcare-resources/blog/marketings-role-at-each-step-of-the-patient-experience/

Product-centric design can be an efficient way to design interfaces, but it can often lead to disjointed and poorly optimized customer journey experiences. Kim Flaherty shares her recent research into journey-centric design, and insights on how a journey-centric design practice can help organizations overcome product-centric challenges. Report: Architecting a Journey Management Practice Learn more about Kim: ⁠Bio⁠ | ⁠LinkedIn⁠ NN/g Resources about Journey Management: ⁠The 3 Competencies of Journey Management (5-min video)⁠ ⁠Journey Management vs. Service Design (4-min video)⁠ ⁠The Practice of Customer-Journey Management (free article)⁠ ⁠Customer Journeys and Omnichannel UX (free article)⁠ ⁠Journey Mapping to Understand Customer Needs (UX Certification course)⁠ ⁠Customer-Journey Management (UX Certification course)⁠

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___ 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.

Struggling to measure the impact of your branding and marketing efforts? You're not alone.Ironically, the more analytics tools we have to measure the success of our marketing efforts, the harder it seems to know what's actually working. This is especially true of broader brand marketing efforts, which are harder to measure and don't play nice with our modern measurement platforms that have been optimized for performance and transactional marketing campaigns. In today's episode, we dig into:• Why traditional digital marketing metrics can be misleading• The trap of vanity metrics (and how to use them effectively)• The importance of timescale in evaluating your efforts• How to tie brand building to bottom-line metrics like revenue/fundraising and volunteer recruitment• Practical strategies for gathering feedback and measuring impactWe also discuss:→ The power of directional data vs. predictive data→ Why the simple strategy of just talking to your audience is critical (and often overlooked)→ How to set up a framework for measuring long-term impactBrand building is a long game, but it's essential for creating authentic relationships with supporters and driving real change. This episode will give you the tools to start measuring your efforts effectively.Ready to level up your brand building strategy? Listen to the full episode now.Episode Highlights[00:00] Introduction to the topic of transactional vs. brand-building marketing[01:06] Why transactional marketing is easier to measure but lacks long-term depth[02:20] The rise of data-driven marketing and the issues with privacy laws[03:59] The allure and pitfalls of short-term marketing metrics[05:24] Urgent and gamified marketing tactics vs. authentic engagement[07:15] Misleading analytics and the complexity of attribution in marketing[10:38] Journey mapping and understanding the customer's path[13:00] The importance of long-term brand-building efforts over immediate gains[16:39] Engaging directly with your audience as a way to measure brand-building[22:06] How to measure impact in brand-building campaigns [22:24] Using feedback forms and tracking trends [23:09] Breaking down big goals into measurable outcomes [24:13] How to track progress in fields where outcomes can take years to manifest [25:53] Knowing when to stick with or abandon a strategy [27:03] Importance of empathy and adaptability in brand-building efforts Resources:Designing Tomorrow: Season 1 - Episode 04 - We've GOT to Stop Marketing Like This. Journey Mapping 101 - Sarah GibbonsOKRs: the ultimate guide to objectives and key resultsBeyond Aesthetics: The ROI of Brand Building*** If you liked this episode, it really helps a new podcast if you can help spread the word. Share with your friends or co-workers, post it to social media, “follow” or “subscribe” in your podcast app, or write a review on iTunes. We could not do this without you!Thank you for all that you do for your cause and for being part of the movement to move humanity and the planet forward.Listeners, now you can text us your comments or questions by clicking this link.

Omni-channel fundraising strategies are the foundation of every nonprofit we work with. But to ensure you're reaching the right donors with the right messaging, you need to step back and evaluate every constituent relationship and communication. A touchpoint audit is part of a larger journey-mapping exercise that lays out the many ways donors and leads interact with your organization. In this episode of the Go Beyond Fundraising podcast, Matthew Mielcarek, SVP of Analytics & Insights Strategy, walks us through this valuable tactic. You'll learn: How to begin journey mapping Why it's important to put on your “donor hat” How the donor vortex comes into play How touchpoint audits differ for new leads vs new donors Why it all comes down to stronger donor relationships

“The secret to making impossible things happen isn't a secret. It's a process”- Stephenie ZamoraEver wonder why some things happen that are so painful and how can I heal and move on? Can I uncover my purpose after everything I've gone through to become who I'm supposed to be? Is it possible to find wholeness in the aftermath of challenging life events? These questions and more my guest Stephenie Zamora had been doing most of her life and helping others to do the same.Stephenie Zamora s a life and business coach, the author of Unravel and Awesome Life Tips®, creator of the five-phase Journey Mapping process, and host of the Tales from the Journey Podcast. Her work has been merging the worlds of personal development, healing, digital media, branding, and online marketing to help individuals build passion-based lives and businesses for nearly a decade.In this episode Stephenie and I discuss:How to rise up and come back from challenging seasons.Discovering there is purpose in your life…it's a process.How you can rebuild after challenging life events.How to connect: Website: https://www.stepheniezamora.com/Program: https://www.talesfromthejourney.tv/IG: https://www.instagram.com/stepheniez/YouTube: https://www.youtube.com/user/stepheniezamora/Free: Download Five-Stage Matrix for making the Impossible happen. https://www.stepheniezamora.com/free/Merchandise:https://www.theunravelbook.com/https://www.stepheniezamora.com/shop/Mentions In This Episode: The Hero's Journey - Joseph CampbellLet's connect: Website: www.arlenebolden.com | FB: @thepathpodcast | IG: @thepath_podcast | thepath4ward@gmail.com Follow, share & subscribe to The Path Podcast on Apple, Spotify, Youtube & other major podcast platforms.

  In this episode, Dr. Michelli delves into the critical importance of perspective in understanding customer interactions with products and services. He explores the concept of being too close to a process to assess it objectively, highlighting the need for businesses to step back and view their offerings through the eyes of their customers. Dr. Michelli introduces the concept of customer journey mapping, a powerful tool for visualizing the steps customers go through in engaging with a company. He explains how journey maps can reveal discrepancies between a business's internal understanding and the actual customer experience, helping to identify gaps and opportunities for improvement. Key takeaways include the importance of shifting to the customer's perspective, creating detailed journey maps that include all touchpoints, engaging in thorough customer research, and using insights from this research to inform and update journey maps. Dr. Michelli also stresses the need for cross-departmental collaboration to align efforts and improve the customer experience, as well as the importance of regularly updating journey maps and acting on customer feedback to drive meaningful changes. Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly. If you find value in this podcast, please like, rate, comment, share, or subscribe!

Judgement, Job Management, Just-in-Time (Learning), Journey Mapping, Joint Efforts, Jumpstarting Projects, Jack-of-all-Trades; Jog (not Sprint); Justify; Jury-rig; Jigsaw; Jarlsberg; Jam-Packed; Juggling; Journaling,; Joy; Journey, not a destination... Continue reading →

In this episode, we dive into the digital patient journey, focusing on mapping success. Over the past few weeks, we've had numerous conversations with systems and providers across the country who are looking to rebuild their websites and make their digital front door easier to access. Many face budget or approval constraints, so we're here to bridge that gap by focusing on interim action items such as content and technology adjustments. Sometimes, it's necessary to redo your website entirely. However, if a full redesign isn't feasible right now, here are some steps to improve the patient journey in the meantime: Activity: ●        Outline Key Service Lines: 1.       In your office, write down your primary service lines that you are looking to drive patient volume. 2.       Take your cell phone, get in your car, and try to find and book an appointment for a specific service line. Identify where it was difficult. Key Discussion Points: ●        Optimize for Micro-Moments: Be there when patients need you most. Use symptom-specific or other search-friendly terms to go beyond just service-line messaging. ●        Simplify the Path: Remove friction from online scheduling and information gathering. How many clicks does it take to schedule an appointment? ●        Expand Beyond Your Website: What other platforms appear in your search? Explore third-party directories and ensure your presence there. ●        Mobile-First Thinking: Ensure seamless experiences across all devices. For example, implement click-to-call functionality and other development solutions to simplify user interactions. ●        Competitor Deep Dive: Analyze the digital patient journeys of your competitors. Review their strategies for each service line. Make a list of improvements needed for each of your organization's service lines. While a new website might be the best move eventually, these steps can help enhance the patient journey and improve your digital front door experience even without a complete overhaul. Connect with Jenny: ●        Email: jenny@hedyandhopp.com ●        LinkedIn: https://www.linkedin.com/in/jennybristow/   If you enjoyed this episode we'd love to hear your feedback! Please consider leaving us a review on your preferred listening platform and sharing it with others.

This episode features an interview with Tom Studdert, Senior Vice President of Customer Experience at Payscale. Tom has extensive experience in customer experience, education, and leadership development. Prior to Payscale, he held leadership roles at ZoomInfo and DiscoverOrg, overseeing customer onboarding, education, support, and employee training. Tom also worked in higher education at Texas Christian University and University of Southern California, focusing on student development and orientation programs.In this episode, Kailey and Tom discuss parallels between education and customer experience, mapping the customer journey and maturity curve, and strategies for measuring adoption.-------------------Key Takeaways:Mapping the customer journey can reveal gaps and opportunities for enhancing the customer experience, leading to better retention and satisfaction.AI and other technologies can provide tailored experiences and support, thereby meeting customers' demands for immediate and personalized help.Making informed decisions requires various data sets to drive customer experience strategies and effective outcomes for customers.-------------------“That individual experience of that customer are how I think we're going to meet the needs of each customer. As opposed to just saying, ‘We offer a best-in-class customer experience.' We do, but we offer a best-in-class customer experience for this customer, which is different from this customer, which is different from this customer.” – Tom Studdert-------------------Episode Timestamps:‍*(02:18) - Tom's career journey*(04:21) - Trends impacting customer experience*(13:29) - Mapping the customer journey and maturity curve*(19:59) - How Tom defines “good data”*(27:00) -  Strategies for measuring adoption‍*(39:50) - Tom's recommendations for upleveling customer experience strategies-------------------Links:Connect with Tom on LinkedInConnect with Kailey on LinkedInLearn more about Caspian Studios-------------------SponsorGood Data, Better Marketing is brought to you by Twilio Segment. In today's digital-first economy, being data-driven is no longer aspirational. It's necessary. Find out why over 20,000 businesses trust Segment to enable personalized, consistent, real-time customer experiences by visiting Segment.com

In this Predictable B2B Success Podcast episode, host Vinay Koshy engages in a compelling conversation with Will Adams, President at Tarkenton Companies. Will discusses the pressing challenge of preserving the human element in business relationships and innovation processes as AI and technology rapidly advance.  The dialogue covers various topics, including Tarkenton's unique business model as a Skunkworks operation, the importance of journey mapping, and the critical role of empathy and effective communication in leadership. Will also shares insights into how companies can integrate AI without compromising the human experience. He particularly stresses the importance of fostering innovation within risk-averse organizations, aiming to inspire the audience and instill a sense of hope in the face of technological changes.  We also delve into the delicate balance of maintaining the human element in a fast-paced tech landscape dominated by AI advancements. The discussion underscores why empathy should be at the core of user design and customer experience, highlighting its crucial role in the B2B tech industry. Will Adams shares his wisdom on bridging the gaps between client success and development teams, the importance of journey mapping, and the role of ethical guidelines in the Wild West of technological innovation. Plus, discover why Apple's deliberate approach and Google's cautionary AI tale offer essential lessons for today's businesses. Stay tuned for an episode that promises to challenge your perspectives and spark new ideas for a more empathetic and innovative future in B2B success! Some areas we explore in this episode include: 1. Role and Mission of Tarkenton: - Description of Tarkenton's services and their focus on storytelling for long sales cycles. - The entrepreneurial mindset and mission of making business fun while helping people. 2. Balancing Human Experience and Technology: - Challenges B2B tech companies face in maintaining the human element amidst rapid AI and technology advancements. - Impact of technology on young people's mental health and the ethical responsibilities of tech creators and consumers. 3. Empathy and Client Experience: - Importance of fostering empathy and understanding of the client experience within development teams. - Practices like rotating engineers through client success roles and placing development teams in client success hubs. 4. Value Beyond Technology: - Emphasis on adding value to businesses beyond just technology. - Starting from the point of making a meaningful difference and ensuring sincerity in business practices. 5. Leadership in Rapid Technology Changes: - Essential leadership qualities include communication, team building, and creating a culture of empowerment. - Leaders should ask questions, engage teams, and lead by example to foster empathy and understanding. 6. Personal Touch in Customer Relations: The significance of maintaining a personal touch with customers and within the organization based on Will Adams' early career experience. 7. Ethical Guidelines and Regulatory Guardrails in Technology: - Importance of ethical guidelines, transparency in design, and regulatory guardrails in AI development. - The balance between innovation and ethical responsibility. 8. Blending AI and Human Elements: - Integration of AI with human consultation in their SaaS applications to enhance customer experience. - Understanding the need for a balanced approach with real-life human support alongside AI. 9. Journey Mapping and Research: - Initial steps in Tarkenton's process, emphasizing journey mapping and thorough research and design before project planning. 10. Fostering Innovation in Bureaucratic Organizations: - Strategies to drive innovation in risk-averse settings. - Use of Skunkworks and the role of a bridge builder to connect the organization with an external innovation team. 11. And much, much more...

Discover how to reignite your sexual pleasure and desire as a midlife woman. Carly Mountain shares ancient wisdom to guide you on a transformative journey of self-love and empowerment through perimenopause, menopause, and beyond. Many women feel disconnected from their sexual selves during the menopausal transition. This powerful interview with psychosexual somatic therapist Carly Mountain reveals how the ancient myth of Inanna provides a roadmap to meet yourself as a sexual being, cultivate self-love, and ignite desire in midlife. If you're a woman navigating the challenges and changes of menopause, this is a must-watch. Carly shares how the "descent and rising" journey of Inanna mirrors the experience of perimenopause and menopause, inviting women to shed outdated identities, meet exiled parts of themselves, and cultivate self-love and erotic energy. Through practical exercises and profound insights, viewers will discover how to reignite desire, communicate with partners, and embrace their full sexual being. To explore more of Carly's work and access free resources, visit her website at ⁠https://carlymountain.com/⁠ Her book "⁠Descent and Rising⁠" is a must-read for any woman navigating the menopausal journey: ⁠https://carlymountain.com/descent-rising-womens-stories-the-embodiment-of-the-inanna-myth/⁠ You can follow her on Instagram @carly_mountian https://www.instagram.com/carly_mountain/ Ready to say YES to your pleasure? Click the link below to receive my FREE gift to you. Get your free Pleasure Upgrade bundle of mind-body practices at: pleasureinthepause.com Connect with Gabriella on Instagram @gabriellaespinosa for more insights on midlife sexuality: https://www.instagram.com/gabriellaespinosa/ If you're seeking to reclaim your pleasure and vitality, join Gabriella at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠www.pleasureinthepause.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ for this enlightening journey into the heart of female pleasure and empowerment.

In this episode, we unravel the mysteries behind Sensory Journey Mapping, a cutting-edge methodology that combines Implicit Association Testing with Self-Assessment Manikin scales (SAM). Join us as we explore how this innovative approach unlocks a treasure trove of insights into consumer experiences with products.  Sensory Journey Mapping has taken the industry by storm, capturing the attention of developers and marketers alike. In an era where dynamic consumer experiences reign supreme, understanding the nuances of consumer emotions and perceptions as they evolve over time is paramount. Sensory Journey Mapping not only meets this demand but exceeds it, offering a comprehensive understanding of how sensory inputs shape consumer interactions with products.  From the initial spark of interest to the final touchpoint of use, we'll uncover how Sensory Journey Mapping empowers brands to craft resonant experiences that leave a lasting impact. Don't miss out on this enlightening discussion on the future of consumer insights and product design!

This week on Experiencing Data, I chat with a new kindred spirit! Recently, I connected with Thabata Romanowski—better known as "T from Data Rocks NZ"—to discuss her experience applying UX design principles to modern analytical data products and dashboards. T walks us through her experience working as a data analyst in the mining sector, sharing the journey of how these experiences laid the foundation for her transition to data visualization. Now, she specializes in transforming complex, industry-specific data sets into intuitive, user-friendly visual representations, and addresses the challenges faced by the analytics teams she supports through her design business. T and I tackle common misconceptions about design in the analytics field, discuss how we communicate and educate non-designers on applying UX design principles to their dashboard and application design work, and address the problem with "pretty charts." We also explore some of the core ideas in T's Design Manifesto, including principles like being purposeful, context-sensitive, collaborative, and humanistic—all aimed at increasing user adoption and business value by improving UX.   Highlights/ Skip to: I welcome T from Data Rocks NZ onto the show (00:00) T's transition from mining to leading an information design and data visualization consultancy. (01:43) T discusses the critical role of clear communication in data design solutions. (03:39) We address the misconceptions around the role of design in data analytics. (06:54)  T explains the importance of journey mapping in understanding users' needs. (15:25) We discuss the challenges of accurately capturing end-user needs. (19:00)  T and I discuss the importance of talking directly to end-users when developing data products. (25:56)  T shares her 'I like, I wish, I wonder' method for eliciting genuine user feedback. (33:03) T discusses her Data Design Manifesto for creating purposeful, context-aware, collaborative, and human-centered design principles in data. (36:37) We wrap up the conversation and share ways to connect with T. (40:49) Quotes from Today's Episode "It's not so much that people…don't know what design is, it's more that they understand it differently from what it can actually do..." - T from Data Rocks NZ (06:59) "I think [misconception about design in technology] is rooted mainly in the fact that data has been very tied to IT teams, to technology teams, and they're not always up to what design actually does.” - T from Data Rocks NZ (07:42)  “If you strip design of function, it becomes art. So, it's not art… it's about being functional and being useful in helping people.” - T from Data Rocks NZ (09:06) "It's not that people don't know, really, that the word design exists, or that design applies to analytics and whatnot; it's more that they have this misunderstanding that it's about making things look a certain way, when in fact... It's about function. It's about helping people do stuff better." - T from Data Rocks NZ (09:19) “Journey Mapping means that you have to talk to people...  Data is an inherently human thing. It is something that we create ourselves. So, it's biased from the start. You can't fully remove the human from the data" - T from Data Rocks NZ (15:36)  “The biggest part of your data product success…happens outside of your technology and outside of your actual analysis. It's defining who your audience is, what the context of this audience is, and to which purpose do they need that product. - T from Data Rocks NZ (19:08) “[In UX research], a tight, empowered product team needs regular exposure to end customers; there's nothing that can replace that." - Brian O'Neill (25:58) “You have two sides [end-users and data team]  that are frustrated with the same thing. The side who asked wasn't really sure what to ask. And then the data team gets frustrated because the users don't know what they want…Nobody really understood what the problem is. There's a lot of assumptions happening there. And this is one of the hardest things to let go.” - T from Data Rocks NZ (29:38) “No piece of data product exists in isolation, so understanding what people do with it… is really important.” - T from Data Rocks NZ (38:51) Links Design Matters Newsletter: https://buttondown.email/datarocksnz  Website: https://www.datarocks.co.nz/ LinkedIn: https://www.linkedin.com/company/datarocksnz/ BlueSky: https://bsky.app/profile/datarocksnz.bsky.social Mastodon: https://me.dm/@datarocksnz

Unlock the secrets to a flourishing consulting business with me as I explore the art of client acquisition and the transformative power of client journey mapping. This episode unravels the nuances of the client's decision-making process, guiding you to meet them at the precise moment they're ready to engage. I'll share insights to help you craft a plan to capture attention, build trust, and position yourself as the expert they've been searching for. This episode is for those ready to enhance their consultancy's predictability in revenue and deepen relationships that convert to sales. Tune in!This episode is available on YouTube! Click here to watch.**************Do you need a structured process to attract repeatably the clients you love to work with? This exclusive masterclass will help you unlock The Art of Attraction.Learn how you can build a thriving consulting business. Register for my FREE email course Consulting Mastery Blueprint: 5 Steps to Building Your Own Six-Figure Consulting BusinessStay up to date and receive insight to support your journey delivered directly to your inbox. Join the email list!For more information on how to start, grow, or scale your consulting business, visit  https://excelatconsulting.comLet's Connect! I'd love to continue this conversation with you. Don't hesitate to reach out to me...Instagram:  https://www.instagram.com/drangelinadavis/LinkedIn: https://www.linkedin.com/in/drangelinadavis/

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School™ and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.This isn't just about creating customer journey maps; it's about painting a story that resonates with customers and drives your business forward. The insights here promise to refine your approach, striking a balance between intricate detail and overarching vision. Strap in for a session that's all about turning the cacophony of customer interactions into a symphony of strategic action.Resources Mentioned:Experience Investigators Learning Center -- experienceinvestigators.comLearn more about CXI Flight School™ -- cxiflightschool.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Ever paused at the crossroads of your life, wondering how each choice etched its mark on your story? That's exactly the adventure we embarked on in the latest Journal Party podcast, where your host Alex Gallner guides you through a reflective odyssey of life's intricate map. With the turn of each journal page, we confront the echoes of decisions past, distill wisdom from our youthful selves, and embrace the relationships that have sculpted our being. This isn't your ordinary look-back—it's an introspective celebration, urging us to cherish every step that has led us to the present.As we navigated through five thought-provoking journal prompts, each one acted as a lantern illuminating our personal and professional paths. From pondering over a pivotal choice of the last year to toasting a moment of unabashed pride, our collective narrative took shape—one rich with learning, growth, and self-discovery. The conversation doesn't end here; it thrives on our app, where guided journaling meets a community eager to share and connect. Join us, and let's continue to craft our life stories with intention and insight, one journal entry at a time. Try Journal Party Premium FREE for 7 Days Join our Facebook Group! Subscribe To Our YouTube Channel To Join Us For Journal Party LIVE

In this episode, we traverse the AI frontier alongside Massoud Alibakhsh, CEO of Omadeus, as he maps the future of computing. Join me for a solo exploration, where we navigate the uncharted territories of technological evolution and the role Omadeus envisions in shaping the landscape. Invest in AI Box: ⁠https://Republic.com/ai-box⁠ Get on the AI Box Waitlist: ⁠https://AIBox.ai/⁠ ⁠AI Facebook Community Learn About ChatGPT Learn About AI at Tesla

Talking to Emily Tolmer, yes, the Emily Tolmer who created the CX Patterns logo, about how to do remote journey mapping right.Journey Mapping Tips From Nielsen Norman GroupFind Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Your customer is the lifeblood of your company. We hear this over and over again. Yet, companies don't do a great job of crafting a customer experience that actually meets our needs, values our time, and helps us achieve our goals. Customer experience is all the rage - why do so many companies get it wrong?Today, Aransas Savas and I discuss the myths of customer experience strategy: where companies go wrong in aligning the entire business around the customer's experience and why those end-of-call automated surveys just give you useless data. She shares her own experiences with brands on creating shifts in how the company views customer needs. Aransas shares the concept of "Jobs to Be Done" as a useful way to segment what customers need from you, why journey mapping and Net Promoter Scores don't give you a holistic picture of customer experience, and why it's far more useful to consider modes instead. We discuss how measuring Time Well Spent, Time Well Invested, and Time Well Saved helps both B2C and B2B brands more effectively understand what customers perceive as valuable. Finally, she shares the important highlights from Stone Mantel's recent 2023 Customer Experience Trends Report. To access the episode transcript, please click on the episode title at www.TheEmpathyEdge.com Key Takeaways:Customers are not robots - they will not likely follow the journeys you lay out in an idealized situation. You need to consider the customer every step of the way. The wrong questions are being asked during traditional data collection - as we change the questions and how they're being asked, you will be able to gather more valuable data to move forward in understanding your customer's experience. While AI can help to identify trends, it does still require a human touch to interpret the data for best use. Having a company purpose does not mean you understand your customer's purpose. "There's a functional job to be done, and there's an emotional, social, and aspirational job. If I can understand what all four of those are, I create a much more valuable product than if my product experience is strictly based on the functional job to be done." — Aransas SavasAbout Aransas Savas, Coach & Experience DesignerAransas Savas is a coach, an experience designer at Stone Mantel, and the co-host of the Experience Strategy Podcast. Drawing on over two decades of experience, Aransas combines behavioral science and coaching to partner with experience strategists at leading consumer brands, including Weight Watchers, Best Buy, Truist Bank, and Clayton Homes to create meaningful, and often, transformative, customer journeys.Based in Brooklyn, she is a 20-time marathoner, a wife to a newscaster, and a mother to a 200-year-old sourdough culture, a fluffy pup, and two spirited, creative girls.References: Stone Mantel's 2023 Experience Strategy Trends Report80-page report of the latest must-know Experience Strategy Trends for 2023, a deep analysis of cultural and customer trends based on insights collected from more than 3,200 customers and over 200 experience strategists over the course of 20 months.The Empathy Edge Podcast, Melina Palmer: Why Your Customers Can't Tell You What They WantConnect with Aransas SavasStone Mantel: https://www.stonemantel.co/ LinkedIn: https://www.linkedin.com/in/aransassavas/ Instagram: https://www.instagram.com/aransasrose/Podcast: The Experience Strategy PodcastJoin the tribe, download your free guide! Discover what empathy can do for you: http://red-slice.com/business-benefits-empathy Connect with Maria:Get the podcast and book: TheEmpathyEdge.comLearn more about Maria and her work: Red-Slice.comHire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-RossTake my LinkedIn Learning Course! Leading with EmpathyLinkedIn: Maria RossInstagram: @redslicemariaX: @redsliceFacebook: Red SliceThreads: @redslicemaria

Discover how Big Brothers Big Sisters leverages technology to provide innovative customer experiences and track long-term societal impact.In this episode, Lauren is joined by Adam Vasallo, CMO of Big Brothers Big Sisters of America. Adam shares how the organization, founded in 1904, creates life-changing mentorship opportunities for youth facing adversity. Learn how Big Brothers Big Sisters empowers volunteers to become mentors ("Bigs") who are matched with children ("Littles") in their communities. Adam outlines key strategies to drive awareness and recruit Bigs, including digital marketing, strategic partnerships and leveraging alumni as advocates. Discover how technology enables personalized experiences and keeps matches connected, even during the pandemic. Adam also explains Big Brothers Big Sisters' approach to CX, including journey mapping for Bigs, robust match support systems and measuring long-term societal impact through rigorous studies. Tune in for insights on youth empowerment, volunteer engagement and bringing relevance to a 100+ year old nonprofit. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.Watch the episode on YouTube: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Preview (00:32) Introducing Adam Vasallo(04:30) Creating life-changing mentorship opportunities  (08:15) Recruiting and Onboarding “Bigs”(13:10) Engaging Bigs and Littles throughout the mentorship (17:56) Leveraging Technology To Enhance CX (24:01) Supporting The Mission Through The Pandemic (28:32) Measuring Long-Term Societal Impact(33:16) Leveraging Data to Improve Programs and Partners(36:55) Keys to Mapping The end-to-end CX Journey

Hey CX Nation,In this week's episode of The CXChronicles Podcast #212 we  welcomed Tom Martin, CEO at Glance based in Wakefield, MA. Glance makes it easy to provide personal, human-to-human customer experience in digital environments.Glance's in-the-moment web and mobile cobrowse, screen share, and video solutions increase customer satisfaction, ensure brand loyalty, and drive revenue. The world's largest enterprises trust Glance to empower their customer-facing teams and deliver frictionless, at-the-exact-right-moment customer consultation. With integrations with Salesforce, Twilio, Genesys, ServiceNow, and more, Glance fits seamlessly into even the most sophisticated CRM-CX tech stack.Discover the power of Glance guided CX at https://www.glance.cx/cxchroniclesIn this episode, Tom and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #212 Highlight Reel:**1. Bringing human & digital worlds together to create world class customer experiences 2. Prioritizing customer conversations & identifying solutions to find new customers 3. Creating an omni-channel tech-stack to meet your customers where they already are 4. Building a cohesive, understandable and repeatable story to engage your customers 5. Leveraging feedback to drive growth & continuous improvement out of the gates  Huge thanks to Tom for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Tom MartinClick here to learn more about GlanceIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Huge thanks to our newest CXCP sponsor Glance. Visit their website today at https://www.glance.cx/cxchroniclesSupport the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

While at AIA's Women's Leadership Summit, there were references to the fact that women were leaving the profession between graduating and becoming licensed.  When I asked where they were going, a common response was: Interior Design and UX.Kari Anderson has spent 3 decades in the industry, mostly at dealerships, and has always been fascinated by technology. I met her as an early adopter of CET in 2009. In 2018, she made a shift and was re-educated as a UX designer. This episode explores her journey personally and professionally as she applied her existing interior design experience to a new function of design.Kari Anderson on LinkedIn: https://www.linkedin.com/in/uxandkari/UX&Kari: https://uxandkari.com/Techbox Collective: https://techboxcollective.com/Where are the women?https://www.acsa-arch.org/resource/where-are-the-women-measuring-progress-on-gender-in-architecture-2/The Design Pop is an Imagine a Place ProductionConnect with Alexandra on LinkedInFollow The Design Pop on LinkedIn 

Hello everyone! My name is Ladek and my guest for this episode is learning designer and journey mapper Sam DeGeus. She has developed a learning design methodology that is adaptable, scalable, and gets everyone engaged in the design process. Her strong facilitation skills and ability to wrangle and synthesize large amounts of information are critical components to delivering effective journey mapping and alignment workshops for clients around the world.In this ‘conversational journey', Sam and I talk about00:00 › Start4:00 › Going on a Journey—What exactly is journey mapping and what is its purpose… and how might it speed up the process of getting to important conversations about learning?6:32 › First Step—Why isn't everyone using Journey Maps for every learning opportunity and does it work as well in the K-12 space or HigherEd as it does in the corporate space?18:36 › Discovery—How might journey mapping uncover non-training needs, what those look like… and how you can make sure this process doesn't go off the rails with complexity27:37 › Muddle—Sam explains how to overcome common objections to journey mapping and how to create parameters for success, and she provides examples of “ah ha” moments and success in her past work37:56 › Bookend—What happens after a map is created, or the process reaches a stopping point, and actions need to be taken.Listen to AI experts cut through the noise in the AI in Learning Summit.Hundreds of hours of top-notch content: Check out eLearnMagazine.com/ai-in-learning-summit to get your free ticket

If you're selling a product, good or service, this episode is for you. AMP UP podcast hosts, Bryan Earnest and Rachael Holland discuss the marketing journey experience through the lens of the consumer.Joining the conversation is Erin Bishop, AMPERAGE's VP of Strategy. Listen in as they share how brands can strengthen customer engagement, remove ineffective touchpoints, and bridge the gap between marketing and operations.

Part 2 of my conversation Kelly Price. This time we talk about the right way to do research for customer journey mapping, and the importance of knowing the limitations of journey maps, so that you make benefit from their tremendous insight.It was Alfred Korzybski who cautioned that "The Map Is Not The Territory"And George Box who coined the beautiful paradox: "All Models are wrong, some are useful." From Sylvie and Bruno Concluded by Lewis Carroll, first published in 1893. "That's another thing we've learned from your Nation," said Mein Herr, "map-making. But we've carried it much further than you. What do you consider the largest map that would be really useful?""About six inches to the mile."""Only six inches!"exclaimed Mein Herr. "We very soon got to six yards to the mile. Then we tried a hundred yards to the mile. And then came the grandest idea of all! We actually made a map of the country, on the scale of a mile to the mile!""Have you used it much?" I enquired."It has never been spread out, yet," said Mein Herr: "the farmers objected: they said it would cover the whole country, and shut out the sunlight! So we now use the country itself, as its own map, and I assure you it does nearly as well."ResourcesKelly Price on LinkedInSam Stern on LinkedInPeak / End RuleGE MRI Machine Adventure SeriesThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

In this episode, I talk about customer journey mapping and making things easy for your customers.  This is vital to retain customers as the economy cools and customers make purchasing decisions to deal with inflation.     - You must look at the customer journey from their point of view   - Look at the key touchpoints and ensure that you remove friction from each service moment  - Ensure you involve key stakeholders within your organization in the journey mapping process   It's time for the great service comeback!       Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.     Tony Johnson Customer Service Expert | Author | Trainer | Speaker     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/c/RecipeforserviceNet Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://vm.tiktok.com/owrTbL/ Facebook:  https://www.facebook.com/tonyjohnsoncx/   Music: http://www.bensound.com

This episode features an interview with Sarah Diegnan, VP of Customer Experience at ChartHop, a dynamic, visual, and actionable people analytics platform that helps companies manage and support their employees. Sarah leads ChartHop's customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals to make sure customers get the most out of ChartHop. With a background in structural engineering, Sarah's career has taken her from building cathedrals to building customer relationships. And in this episode, she discusses how to systematically design the customer journey, and how she drives value from day one, and how she creates that stickiness factor to get customers hooked on the ChartHop brand.Quotes*”You really have to think through: Who are my customers? What are they buying? Why do they need us? Why do they use us? I think sometimes we get caught in a little bit of a trap because we are the ones that have to define what value means for our product.”*”At the end of the day, your customer journey is truly project management. I mean, it's customer management at that point. And so how I've always thought about customer journey in a lot of ways is, you're building a building, Like you start by digging the ground and building the foundation. And in a lot of ways, that's not the most attractive part of the building. But if you don't have a strong foundation, you don't have anything. And so that's what I always compare to your onboarding and your implementation. And so I do think there is correlation between building a building and the customer journey.”*”I feel really strongly that the best experience that we can provide to our customers is the one that is rooted in process, and everyone follows the same process. And that's not to say that we treat everyone like a number. Every customer is gonna have their own unique style. Every customer is going to have their own unique use cases and challenges. And I welcome all of that. I want that. But the foundation has to be the same.“Time Stamps[0:52] Introducing Sarah Diegnan, VP of Customer Experience at ChartHop[4:02] How Sarah started as a structural engineer, designing a cathedral[9:47] Sarah's “reckoning” where she pivoted to Customer Experience[13:35] About Sarah's journey to Opower[24:33] How does Sarah apply her expertise to CX at ChartHop today?[29:34] How does ChartHop use KPIs and metrics to tune into CXBioSarah Diegnan is the VP of Customer Experience at ChartHop. Sarah has over 10 years of experience in customer success and operations, having served in various leadership roles at companies such as Acuity Brands, Opower, and Adura Technologies. She is a results-oriented leader with a proven track record of building and scaling successful customer success organizations. She is passionate about driving value for customers and helping them achieve their goals.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with SarahLearn more about ChartHopConnect with Sohaib on LinkedInCheck out HGS

❔"I work for a large company. We have several individuals that have CX in their title and are doing work, but it's siloed and not connected. Each person has a journey that applies to their own perspective. How can we become better connected?" ❔This is something that a lot of customer experience leaders and teams really struggle with. When we encounter siloed organizations, there are often three challenges that leaders face: a focus on tactics over strategy, process maps vs. the actual customer journey, and connecting CX people and data across departments. In this episode, Jeannie Walters addresses each of these challenges. She shows you ways to look at CX as a mindset, strategy, and business discipline. Let's break down those silos and build bridges!Resources Mentioned:Article: How to Run an Effective Customer Experience Team Meeting -- experienceinvestigators.com/customer-centric-culture/customer-experience-team-meeting/Take the CXI® Compass assessment -- CXICompass.comJoin the Waitlist for the CXI® Flight School -- cxiflightschool.comExperience Investigators Learning Center -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Hey CX Nation,In this week's episode of The CXChronicles Podcast #201 we  welcomed Jeanette Wiley, Project Manager - CX at Owl Labs based in Boston, MA.   With the rise of the hybrid & remote work place where some of us work from the office and some of us from home (AKA the beach, cough, cough...) the need for better video solutions to communicate with your customers & team has become paramount. Owl Labs is building incredible video and audio technology solutions to help their customers communicate with their customers & teams. In this episode, Jeanette and Adrian chat through how the team at Owl Labs has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across her own customer focused business leader journey.**Episode #201 Highlight Reel:**1. How Owl Labs help their customers experience fully immersive meetings  2. Building a remote or hybrid playbook & tool-kit as your business scales  3. Connecting your CRM and customer details directly to your customer success 4. Simplifying your CSMs processes & mitigating clicks and scrolls 5. Socializing your customer feedback across the entire business on the reg!  Huge thanks to Jeanette for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Jeanette WileyClick here to learn more about Owl LabsIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.You know what would be even better?Go tell one of your friends or teammates about CXC's content, CX/CS/RevOps services, our customer & employee focused community & invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button). Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the show

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“The secret to making impossible things happen isn't a secret. It's a process”- Stephenie ZamoraEver wonder why some things happen that are so painful and how can I heal and move on? Can I uncover my purpose after everything I've gone through to become who I'm supposed to be? Is it possible to find wholeness in the aftermath of challenging life events? These questions and more my guest Stephenie Zamora had been doing most of her life and helping others to do the same.Stephenie Zamora s a life and business coach, the author of Unravel and Awesome Life Tips®, creator of the five-phase Journey Mapping process, and host of the Tales from the Journey Podcast. Her work has been merging the worlds of personal development, healing, digital media, branding, and online marketing to help individuals build passion-based lives and businesses for nearly a decade.In this episode Stephenie and I discuss:How to rise up and come back from challenging seasons.Discovering there is purpose in your life…it's a process.How you can rebuild after challenging life events.How to connect: Website: https://www.stepheniezamora.com/Program: https://www.talesfromthejourney.tv/IG: https://www.instagram.com/stepheniez/YouTube: https://www.youtube.com/user/stepheniezamora/Free: Download Five-Stage Matrix for making the Impossible happen. https://www.stepheniezamora.com/free/Merchandise:https://www.theunravelbook.com/https://www.stepheniezamora.com/shop/Mentions In This Episode: The Hero's Journey - Joseph CampbellCheck out this episode & others here on The Path Podcast & on Apple, Spotify, Google & other podcast platforms. Follow, share & subscribe Let's connect and share your story: FB: @thepathpodcast | IG: @thepath_podcast | Twitter: @thepath_podcast | thepath4ward@gmail.com

Any business you ask will claim to be focused on their customers' needs. But it can be hard to find companies that embody actual customer centricity in their design and business processes. Debbie Levitt helps companies discover the actual pathways that their customers are taking and shows them how they can help customers accomplish the tasks that move them along their journey. https://ellessmedia.com/csi/debbie-levitt/

Journey Mapping is, without a doubt, one of the most important tools we use. We spend a lot of time and effort to create the most impactful maps we can. It's all part of the job: * Dozens of workshops * Hours doing user research * And weeks of sensemaking. The perfect journey map. Success! But what comes after the map? Unfortunately, in most cases, it's used... and then stowed away. The map becomes single-use artifacts, forgotten. Used once, then too difficult to keep updated for when a new design challenge comes along. But it doesn't have to be that way. And this brings us to our guest for this week's episode: Florian Vollmer. I dare to say that Florian has cracked the code when it comes to managing journeys on a large scale. How large? His team works with 100+ journey maps and 500+ innovation opportunities globally. I couldn't imagine it was possible when I first heard that. But today, Florian not only brings our stowed-away journeys back to life but integrates them with a hundred more. Effectively breaking down silos and fueling collaboration. Avoiding rework and overcoming internal resistance. No easy task. Florian needed to find the connection – something that tech, business, CX, and every other department would embrace. In this episode, you'll hear how Florian transitioned from journeys as (very useful) single-use artifacts to being the backbone of ongoing CX innovation. We'll learn about: - How you can build a repository of journeys even when you don't get the explicit task to do so. - What the key criteria are for selecting the right journey management tool? - And how you need to tweak the service design process when you want to reach 100% journey coverage. No matter where you are in your service design journey (no pun intended), this conversation has the potential to take it to the next level! I really enjoyed the pragmatism in Florian's stories. Sometimes you need to let go of common practices and just do whatever it takes. Enjoy the conversation. - Marc --- [ 1. GUIDE ] -— 00:00 Welcome to episode 168 03:45 Who is Florian 06:45 Lightning round 09:45 Operating at scale 13:15 What do you manage 14:30 Who is the team 16:00 How did it start 21:00 Finding broader adoption 26:00 Where do you find the time 28:15 What is the brief 31:15 Beyond service designers 34:00 Importance of tools 40:15 Crossing the tipping point 42:45 Simplifying complexity 46:45 Lessons learned 49:00 Taking more time 50:45 Meets sustainability 52:15 Big questions 55:15 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/florianvollmer/ * Thinking in Systems (book) - https://amzn.to/40lcJAB * DMI article - https://www.dmi.org/page/ADMC2022proceedings (pdf - page 254) --- [ 3. SELLING SERVICE DESIGN WITH CONFIDENCE ] --- Get your clients, colleagues, managers and CEOs as excited about service design as you are. https://servicedesignshow.com/confidence

Journey mapping is reaching its limits. Sure, journey maps and mapping work fine at a small project or team level. But it quickly breaks down when you want to organize around the journey, at a bigger company scale. In order to do this, you need something that goes beyond mapping. But before we dig into what that is, let's look at why journey mapping breaks down: Everyone has their way of doing it; there is no standard. It's hard to get an overview across multiple journeys. Identifying and prioritizing opportunities is a challenge. Tracking progress and impact isn't part of the process. Adoption slows down as most tools aren't made for business users. And many other things... Now, this might sound strange, but I think these are good challenges to have. The fact that these challenges are becoming more pressing is a sign. A sign that the demand for a journey-centric way of working is growing inside companies. Something that we've been hoping and advocating for all these years. So what is the next step... How do you take your journey mapping game to the next level? Well, that's what Jochem van der Veer and I explore in this week's episode. As you'll hear, Jochem has a unique close-up view of how companies use journeys inside their business. Want to help your company organize around the journey, beyond a single project or team? This conversation will get you heading in the right direction. What I found interesting is that we're seeing the contours of a new business approach and philosophy emerging. Makes me excited! Enjoy the conversation and keep making a positive impact :) - Marc --- [ 1. GUIDE ] --- 00:00 Welcome to episode 167 04:45 Who is Jochem 06:00 Lightning round 08:30 Partnership with TheyDo 12:00 What is Journey Management 13:30 Mapping vs. management 17:15 Journey management stack 19:30 What is the problem 21:00 Product or service-centric 26:15 Maturity levels 32:00 Role of TheyDo 36:15 Governance 38:15 What is the right time 43:00 Journey Management Index 47:45 Closing thoughts --- [ 2. LINKS ] --- https://www.linkedin.com/in/jochemvanderveer/ https://www.theydo.com --- [ 3. JOURNEY MANAGEMENT INDEX ] --- Assess your journey excellence maturity level. Find opportunities for growth. Benchmark yourself against your colleagues and competitors. https://www.servicedesignshow.com/index

Today we have a fun talk track and we're gonna be talking about personalization journey mapping with a little bit of a functional twist as we dive into healthcare and pharma, and to do that we brought on Chris Brogan who is currently a grower of healthcare and Chief Strategy Officer of Predictive Health. He does a lot in the CX space, so we hope you can tune in today and gain some great insights from this interview. Chris's background 0:54Personalization 3:38Some tips in helping companies jump into this head first 5:43Bringing the horse to water 8:29Don't do personalization for personalization's sake 12:28“If we're able to sort of engage them with a personalized experience when they get to that site, so I hit a link, my experience is different on the website initially, and then going even further, personalizing some of the content there to meet the needs and barriers, and sort of myths maybe that your audience may have in mind.” 7:45

Are you interested in giving the LawView, LifeView, and Journey Mapping exercises a try? Head on over to our website to check out each of the exercises for yourself! Bridgette Carr is a Clinical Professor of Law and the Associate Dean for Strategic Initiatives at the University of Michigan Law School. She is also the founding director of the Law School's Human Trafficking Clinic, the first clinical law program solely devoted to addressing this issue comprehensively. Bridgette is also a first generation college graduate who wasn't sure law school was for her. She didn't so a journal or apply for a clerkship, and instead spent her spare time during law school working at a local legal aid office and an asylum shelter. Despite now being an expert on human trafficking, Bridgette hadn't heard of human trafficking work until after she graduated from law school.  Vivek Sankaran is also a Clinical Professor of Law at the University of Michigan Law School. He directs both the Child Advocacy Law Clinic and the Child Welfare Appellate Clinic, through which law students represent children and parents in trials and appellate proceedings. He is also a father of three boys, he loves coaching youth sports, and he is learning to play the guitar. Connect with Bridgette on Twitter and on LinkedInConnect with Vivek on Twitter and on LinkedInLearn more about the Finding a Fulfilling Life in the Law Course designed and taught by Bridgette and Vivek at University of Michigan Law School. The course asks students to consider what they want out of life after law school and how they can create that life. The course applies innovative principles of problem solving to the concept of designing your life in and beyond law school. Bridgette and Vivek also recently launched an exciting new business—LawLifeProf Coaching—to help lawyers in practice build a toolbox for a fulfilling life. Learn more about Bridgette and Vivek's LawLifeProfs coaching business. Find us online at https://www.personaljxpod.comFind us on Twitter @PersonalJxPodPersonal Jurisdiction is powered and distributed with Simplecast. We use Riverside.FM to record our episodes. Our logos were designed by Lizzie L. O'Connor.Our Theme Song is Pleasant Porridge by Kevin MacLeod.Link: https://incompetech.filmmusic.io/song/7614-pleasant-porridgeLicense: https://filmmusic.io/standard-license

Are you putting the customers at the center of your business? Would your clients say yes, if asked?  Stacy Sherman and Kerry Bodine discuss how to put the customer first and gain financial benefits by applying "Outside-In" tactics and doing journey mapping the right way. You'll gain valuable advice whether brand new to journey mapping and the customer experience field or advanced in your practice and want to amp up your skills. This episode will help you make a noticeable business impact. Details at: DoingCXRight.com/podcast

It always comes back down to us, doesn't it? When we look at most external issues and dig deep enough we see that the solution is often found within. Building communities, getting better at our craft, and feeling more confident in our presentations (the list goes on) is an invitation to address something internal. Sucks. But y'all know it's the truth. Our guest this week, Joél Casanova is a dance instructor and founder of Beathunter where he helps people reconnect with themselves through dance and tap into a fully expressed version of themselves. I met him in the lobby of a hotel in Kentucky. We will tell that story. In this conversation we discuss stretching our comfort zones, loving our unfiltered selves, and giving our gifts over to a higher Being.  ACCESS FULL SHOW NOTES HERE:https://www.heatherparady.com/blog/bestwaytopromote ( )https://www.heatherparady.com/blog/joelcasanova (https://www.heatherparady.com/blog/joelcasanova) TOPICS FROM THIS EPISODE: How to be more confident by reconnecting to YOUR BODY Turning a cold room into a connected community How conviction is the key to connection Getting over how you LOOK and feeling secure with you CONNECT WITH JOÉL CASANOVA: Website: http://www.beathunterdance.com/ (http://www.beathunterdance.com/) CONNECT WITH US! Facebook Group:https://bit.ly/2lPut5A ( https://bit.ly/2lPut5A) Youtube Channel:https://www.youtube.com/heatherparady ( https://www.youtube.com/heatherparady) Follow Heather on IG:https://www.instagram.com/heatherparady/ (https://www.instagram.com/heatherparady/) Follow Heather on Twitter: https://twitter.com/heatherparady (https://twitter.com/heatherparady) Mentioned in this episode: Journey Mapping Workshop https://communitybuilders.captivate.fm/mapping (Journey Mapping)

Our guest this week, Cathy Heller, believes that we can create an environment for others to feel safe, and it starts with giving ourselves the freedom to be who we are. Cathy encourages us to continue showing up and searching for what we're here to do even when it seems like life is telling us to quit. Cathy Heller is the host of the wildly popular podcast Don't Keep Your Day Job which has reached over 40 Million Downloads. ACCESS FULL SHOW NOTES HERE:https://www.heatherparady.com/blog/bestwaytopromote ( )https://www.heatherparady.com/blog/cathyheller (https://www.heatherparady.com/blog/cathyheller) TOPICS FROM THIS EPISODE: Living a life without regret Feeling like you don't deserve to be happy Moral obligation to pursue purpose Partnership with a Higher Power The best thing you can do for your business CONNECT WITH CATHY HELLER: Website: https://www.cathyheller.com/ (https://www.cathyheller.com/) CONNECT WITH US! Facebook Group:https://bit.ly/2lPut5A ( https://bit.ly/2lPut5A) Youtube Channel:https://www.youtube.com/heatherparady ( https://www.youtube.com/heatherparady) Follow Heather on IG:https://www.instagram.com/heatherparady/ (https://www.instagram.com/heatherparady/) Follow Heather on Twitter: https://twitter.com/heatherparady (https://twitter.com/heatherparady) Mentioned in this episode: Journey Mapping Workshop https://communitybuilders.captivate.fm/mapping (Journey Mapping)