Making strategic business decisions and executing organizational CX governance.
In our eighth episode, we conclude our two-part series focusing on customer journey mapping by talking about the different uses of journey mapping, including making strategic business decisions and executing organizational CX governance. We also talk about how we use journey mapping to identify key metrics used to measure CX, and the future of journey mapping.


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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.

Your hosts:

  • Michael Manfredo, Principal, Customer Experience
  • Paul Hagen, Senior Principal, Customer Experience
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