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CX Connect Coffee Chat: Journey Mapping

In this video explore the challenges of journey mapping in the context of customer experience (CX). The complexities of journey mapping, its non-linearity, and multiple touch points pose significant challenges. Data integration from various sources, the aspiration for data-driven mapping, and the actual data quality are highlighted issues.

Additionally, in the B2B space, understanding the roles of multiple individuals in the buying process and the linkages between them adds complexity to journey mapping. To overcome these hurdles, connecting journey maps to critical business objectives is crucial to demonstrate their tangible impact on revenue, customer retention, and organizational success.

So, grab a coffee and tune in as Taylor and Steve shed light on the challenges inherent in the practice of journey mapping.

HubSpot Video