??Day 14: Mapping, Measuring, and Making Impact ??

Last week was all about customer journeys—mapping them, understanding them, and improving them. My ultimate CX package. I hope these insights bring a little spark of curiosity to your day and encourage you to dive a little deeper into the world of CX.

?? Day 8 - What is a Customer Journey? ??

• Customer Journey is a sequence of steps/actions a customer takes to achieve a specific goal.
• Not a lifecycle, process, or campaign—it's about the customer's perception as they pursue their goals.
• Emotions and perceptions are critical for differentiation.
• Focus on delivering experiences aligned with the brand and customer expectations

?? Marc Stickdorn This Is Service Design Doing: Applying Service Design Thinking in the Real World

??Jim Kalbach Mapping Experiences: A Complete Guide to Creating Value Through Journeys, Blueprints and Diagrams

?? Shannon E. Thomas The Practical Guide to Experience Design

?? Brené Brown Atlas of the Heart: Mapping Meaningful Connection and the Language of Human Experience

?? Day 9- Customer Journey Mapping

• A creative process for redesigning experiences.
• Helps highlight gaps between delivered and actual customer experience.
• Hypothesise (with data), validate (with customers), and refine.
• Create effective maps that drive actionable insights for change.

?? Sarah Gibbons Customer Journey Mapping 101

?? Kerry Bodine , Customer Journey Maps

?? Franz, You Aren’t Journey Mapping

?? Day 10- From Journey Mapping to Value Creation

• Use journey maps to identify pain points and explore value creation.
• Explore how Bain’s Pyramid of Value can help you define customer-centric value propositions.
• See Service Blueprint as extension of you journey maps: connecting them to processes and systems.
• Benefit from clarity, alignment, and systemic improvements that reduce inefficiencies and empower frontline teams.

?? Eric Almquist et al., 2016, The Elements of Value Measuring—and delivering—what consumers really want

?? G. Lynn Shostack, 1984, Designing Services That Deliver

?? Adam Richardson, 2010, Using Customer Journey Maps to Improve Customer Experience

?? Day 11- Journey Mapping master class – Podcast Edition

• Journey-mapping best practices elevate CX management.
• Learn from Forrester’s 4-part masterclass covers: scoping, workshops, validation, and change.
• Try out tools like Miro, UXPressia, and TheyDo enabling advanced mapping.
• With Customer journey create frameworks for transformation.

??Journey Mapping MC1: Fame the effort

??Journey Mapping MC2: Workshop your journey

??Journey Mapping MC3: Validate the journey

??Journey Mapping MC4: Drive gains from journey mapping

?? What makes journey-centric companies different?

?? Day 12- Service Blueprint Template

• Service blueprints super power: clarify processes, align teams, and expose systemic inefficiencies.
• Contains essential elements: Customer journey phases, processes, and systems.
• Enables collaboration across teams.
• Can include KPIs, value streams, and other layers for a comprehensive view.
• Can be used for CX strategy, service (re)design, and tech sales enablement.

1-https://miro.com/templates/service-blueprint-canvas-liz-possee-corthell/

2-https://www.grantbook.org/blog/service-blueprints-grantmaking

3-https://www.theydo.com/templates/service-blueprint-template

?? Day 13- CX Metrics: Linking to Business Growth

• CX storytelling with data helps executive buy-in.
• CX impacts measurable growth and should align with business goals.
• Key metrics: VOC, financial, and operational—mapped along the customer and business journey
• Zack ’s concept of RoX (Return on Experience): Emotional connection drives loyalty and CLTV.
• RoX > ROI for long-term growth and advocacy.

?? Valerie Peck: Masterclass | Leveraging Customer Intelligence: Using Data to Drive Revenue and Success

?? Zack Hamilton: Why Your ROI Obsession is F*cking Up Your CX (And How to Fix It)

?? Eric Smuda: Translating CX Value into the C-Suite’s Language

Voila, this past week has been quite the rollercoaster ??, but I've kept my promise to myself—I'm seeing this CX advent calendar through to the end! ?? I truly hope it’s brought you some joy ?? and sparked a willingness to learn more ??. Let’s finish this last week with a grand finale ?? and get things rolling for next year’s new adventures in CX! ??"