The Hidden Problem With Customer Journey Mapping
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The Hidden Problem With Customer Journey Mapping
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Customer journey maps have been the standard for years. But what if they're built for a world that no longer exists?
Dave and Peter challenge the linear, step-by-step approach to understanding customer experience. From showers on Emirates flights to adaptive payment systems, they explore why our traditional mapping tools might be keeping us from seeing breakthrough opportunities.
What We Cover:
- Why traditional journey maps focus on the "critical path" and miss everything else
- The shift from cohorts and personas to individualized experiences
- The privacy paradox of hyper-personalization
- How decreasing costs make adaptive systems possible
Key Takeaways:
✅ Traditional customer journey mapping optimizes a narrow, linear experience when customers want many different paths
✅ Privacy and ethics matter more as experiences become hyper-personalized
✅ What was too costly before is now feasible, changing the game for customer experience
Perfect for product managers, CX professionals, and digital transformation leaders.
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