Ihave written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. I think customer experience professionals have made great progress toward this goal so far in 2016! I hear so many people talking about mapping, and many prospects and clients are asking about it. That’s progress. And yet, there are still plenty of folks who don’t understand how powerful the maps can be and are as a customer experience (CX) tool.

Throughout the year, I’ve written about different ways that maps can help you advance your CX strategy. Here they are in one place.

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