Introduction to customer journey mapping + management

Note

Note

Overview

In lesson 1 you’ll learn the fundamentals to journey mapping, the process behind it, and why you should take an active role in managing each and every journey your customers take.

Instructor

Moira Dorsey
XM Catalyst, Qualtrics

Moira Dorsey is an XM Catalyst at the Qualtrics XM Institute. During her 20 years as an experience management researcher, advisor, and speaker, Moira has coached leaders on how to find the sweet spot where customer needs, employee experience, business goals, and operations combine to produce great experiences that drive growth.

Resources