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Why Your Journey Map Should be Ugly (& Drawn with a Pencil)

Blog by Ian Luck
December 8, 2023

Hello everyone! and welcome back to another episode of the Account Experience Podcast. In this episode, we dive into an often misunderstood experience activity: journey mapping.

In this talk, we cover a bunch of things like...

  • Why you shouldn't spend time and money to design your journey map so it looks pretty
  • Why you should focus on a Minimum Viable Product version 1 of your journey map
  • And why your journey should constantly change as your organization learns to optimize touchpoints
If you're just starting or right in the middle of mapping your touchpoint or account journey, this is the episode for you — so let's dive right in and get to it!

About the Author

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Ian Luck
Ian has been in the CX market for over a decade evangelizing best-practices and strategies for increasing the ROI of customer programs. He loves a loud guitar, a thick non-fiction book, and a beach day with his family. You can catch him around the north shore of Boston, MA.
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