Podcast: The real tea on journey mapping

Ah, journey mapping. We’ve been hearing about it since ye olden days of the 1980’s. So, why are so many financial institutions still struggling to do it effectively?

This week on CRMNEXT’s Banking on Experience, Annette Franz – Founder & CEO of CX Journey Inc., author, and the queen of journey mapping herself – joins us to lend her royal expertise.

What’s covered?

A Controversial Question.

What is Annette passionately opposed to, that most folks in the CX world are all for? In her words, “When people talk about NPS as the holy grail, it just makes my skin crawl.” But, that’s a conversation for another day.


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