In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities.
In this session we talked about journey map hierarchies, how to connect journeys within departments, and how a repository helps standardize customer centricity activities.
Please find the video, transcript, screenshots and more resources on this episode on https://www.smaply.com/blog/ask-marc-journey-map-repositories
Overview
[05:30] Introduction
[14:20] How can you establish links and enable traceability between customer and operations / organization metrics using repositories?
[18:10] What is a good way to connect all the different journeys within one company?
[20:00] How could journey map repositories work for journey maps that cover journeys across all kinds of different government agencies that work independently?
[21:45] How do you operationalize this if you are for example a bank?
[27:20] What are the biggest barriers for implementing such a method in large organizations and how do I overcome these barriers?
[31:00] How can you realign journey mapping activities between departments?
[34:25] How do you cope with data security when linking real-time data that we talked about to a repository like this?
[37:10] What is a boundary object?
[38:00] Is a repository of templates and taxonomy that can standardize journey mapping a good place to start?
[39:00] Which government did a journey map from life events that you spoke about earlier? Is it possible to share that information?