Educating Team Members on the Customer Journey

In teams that we have led and with our customers that we have worked with, the Customer Journey is often a nebulous idea that is difficult to grasp at first.  

How do we frame the conversations so that everyone can contribute to improving their organization’s Customer Journey?

Start with Outcomes.

Focusing on Outcomes helps teams redirect their thinking from one-off experiences to 
value that we want to create for customers during each phase of the Customer Journey.

From here, mapping out activities, milestones, and deliverables becomes an easier exercise with a guiding point to reference.