5 Failures of Customer Journey Maps – And How to Avoid Them

By Irene Lefton, CS Strategist, Evangelist, and Author

Your field force are the key people who interact with customers, day in and day out. One of the foundations often used to ensure that your customers have a consistent experience is to create a customer journey map. When properly trained on and executed, it will guide your team to take the right actions at the right time and to ensure they understand when and how to best engage customers around different circumstances.