Customer Journey Mapping Tips

Customer journey mapping is one of the most powerful tools available to contact centre and CX leaders — but only when it's done well. Too many organisations invest significant time and effort into a mapping project, only to find the output gathering dust on a wall rather than driving meaningful change. Understanding where those projects go wrong, and what separates them from the ones that succeed, is the difference between a valuable strategic asset and a missed opportunity.

Rod Netterfield, Director of National Contact Centre Operations at the National Disability Insurance Agency, has led some of Australia's largest journey mapping projects and has been called in to course-correct many more. In this Member Byte, he distils that experience into five clear, practical tips — covering everything from how to set a project up for success before it begins, to how to ensure the insights it generates continue to drive improvement long after the work is done.

Whether you're embarking on your first journey mapping project or looking to sharpen your approach, Rod's tips offer a grounded, experience-backed framework that any CX or contact centre professional can apply immediately.